Detecting under-utilized features and providing training, instruction, or technical support in an observation platform

ABSTRACT

A first communication, received from a first communication device operated by a first user, is parsed according to a policy to determine associated metadata comprising a first set of attributes. The policy dictates rules for use of the metadata. The first set of attributes is compared to attributes of a plurality of communication devices. Based on the comparing, at least one recipient communication device for the first communication is identified from the plurality of communication devices, wherein at least one of the first set of attributes matches at least one of the attributes of the plurality of communication devices. Based on the policy and the metadata, at least one of a feature available to the at least one identified recipient communication device and behavior of the at least one identified recipient communication device as perceived by a particular user associated with the at least one recipient communication device is determined.

CROSS-REFERENCE TO RELATED U.S. APPLICATIONS

This application is a continuation of and claims the benefit ofco-pending U.S. patent application Ser. No. 16/799,073, filed on Feb.24, 2020, entitled “MEDIATING A COMMUNICATION IN AN OBSERVATIONPLATFORM,” by Russell, et al., having Attorney Docket NumberPING-007.CON2, assigned to the assignee of the present application andis herein incorporated by reference in its entirety.

The application with Ser. No. 16/799,073 is a continuation of and claimsthe benefit of U.S. patent application Ser. No. 15/459,288, now U.S.Pat. No. 10,574,784, filed on Mar. 15, 2017, entitled “STRUCTUREDCOMMUNICATIONS IN AN OBSERVATION PLATFORM,” by Russell, et al., havingAttorney Docket Number PING-007.CON1, assigned to the assignee of thepresent application and is herein incorporated by reference in itsentirety.

The application with Ser. No. 15/459,288 is a continuation of and claimsthe benefit of U.S. patent application Ser. No. 13/833,572, now U.S.Pat. No. 9,602,625, filed on Mar. 15, 2013, entitled “MEDIATING ACOMMUNICATION IN AN OBSERVATION PLATFORM,” by Russell, et al., havingAttorney Docket Number PING-007, assigned to the assignee of the presentapplication and is herein incorporated by reference in its entirety.

The application with Ser. No. 13/833,572 is a continuation-in-partapplication of and claims the benefit of U.S. patent application Ser.No. 13/401,146, now U.S. Pat. No. 8,948,730, filed on Feb. 21, 2012,entitled “OBSERVATION PLATFORM FOR USING STRUCTURED COMMUNICATIONS,” byRussell, et al., having Attorney Docket Number PING-003, assigned to theassignee of the present application and is herein incorporated byreference in its entirety

The application with Ser. No. 13/401,146 claims priority to theprovisional U.S. Patent Application No. 61/445,504, filed on Feb. 22,2011, entitled “ENABLING A RETAIL SALES/SERVICE PROVIDER TO INTERACTWITH ON-PREMISE CUSTOMERS,” by Russell, et al., having Attorney DocketNumber PING-001.PRO, which is herein incorporated by reference in itsentirety.

The application with Ser. No. 13/401,146 also claims priority to theprovisional U.S. Patent Application No. 61/487,432, Filed on May 18,2011, entitled “ACTIVITY COORDINATING ASSOCIATE'S AUTOMATIC SERVICEASSISTANT,” by Russell, et al., having Attorney Docket NumberPING-002.PRO, which is herein incorporated by reference in its entirety.

The application with Ser. No. 13/833,572 is also a continuation-in-partapplication of and claims the benefit of co-pending U.S. patentapplication Ser. No. 13/665,527, filed on Oct. 31, 2012, entitled“OBSERVATION PLATFORM FOR PERFORMING STRUCTURED COMMUNICATIONS,” byRussell, et al., having Attorney Docket Number PING-004, assigned to theassignee of the present application and is herein incorporated byreference in its entirety.

The application with Ser. No. 13/833,572 is also a continuation-in-partapplication of and claims the benefit of co-pending U.S. patentapplication Ser. No. 13/739,504, now U.S. Pat. No. 10,204,524, filed onJan. 11, 2013, entitled “OBSERVATION PLATFORM FOR TRAINING, MONITORING,AND MINING STRUCTURED COMMUNICATIONS,” by Russell, et al., havingAttorney Docket Number PING-005, assigned to the assignee of the presentapplication and is herein incorporated by reference in its entirety.

BACKGROUND

Retailers are under constant pressure to cut costs, improve margins, andincrease floor traffic and customer satisfaction. This has always beenso, but the rise of the internet, available at home and while mobile,has increased the pressure greatly. Loyalty programs and per-customerpricing, such as special discounts, are one set of tools used in thepast, and used more. Moreover, there is an increased demand tocommunicate efficiently with management, employees, customers and otherassociated with the retail environment. Such concerns also extend tosituations and environments besides retail settings. Moderncommunication devices provide for many communication and businessanalytics opportunities in retail and other settings.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1A illustrates a block diagram of an example environment for anobservation platform for structuring a communication in accordance withembodiments of the present technology.

FIG. 1B illustrates a block diagram of an example environment for anobservation platform for structuring a communication in accordance withother embodiments of the present technology.

FIG. 1C illustrates a block diagram of an example environment for anobservation platform for structuring a communication in accordance withother embodiments of the present technology.

FIG. 1D illustrates a block diagram of an example environment for anobservation platform for mediating a communication in accordance withother embodiments of the present technology.

FIG. 2 illustrates a block diagram of an example environment forstructuring communication in an observation platform in accordance withembodiments of the present technology.

FIG. 3 illustrates a flowchart of an example method for structuringcommunication in an observation platform in accordance with embodimentsof the present technology.

FIG. 4 illustrates a flowchart of an example method for discipliningcommunications in accordance with embodiments of the present technology.

FIG. 5 illustrates a flowchart of an example method for observing andrecording users of communication devices in accordance with embodimentsof the present technology.

FIG. 6 illustrates a flowchart of an example method for characterizingcommunications in a group of users in accordance with embodiments of thepresent technology.

FIG. 7 illustrates a flowchart of an example method for structuringcommunication in a plurality of observation platforms in accordance withembodiments of the present technology.

FIG. 8 illustrates a flowchart of an example method for performingcommunications in an of observation platforms in accordance withembodiments of the present technology.

FIG. 9 illustrates a flowchart of an example method for performingcommunications in an of observation platforms in accordance withembodiments of the present technology.

FIG. 10 illustrates a flowchart of an example method for performingcommunications in an of observation platforms in accordance withembodiments of the present technology.

FIG. 11 illustrates a flowchart of an example method for performingcommunications in an of observation platforms in accordance withembodiments of the present technology.

FIG. 12 illustrates a flowchart of an example method for performingcommunications in an of observation platforms in accordance withembodiments of the present technology.

FIG. 13 illustrates a flowchart of an example method for structuredtraining in an observation platform in accordance with embodiments ofthe present technology.

FIG. 14 illustrates a flowchart of an example method for monitoringcommunications in an observation platform in accordance with embodimentsof the present technology.

FIG. 15 illustrates a flowchart of an example method for mining data inan observation platform in accordance with embodiments of the presenttechnology.

FIG. 16 illustrates a flowchart of an example method for mining data inan observation platform in accordance with embodiments of the presenttechnology.

FIG. 17 illustrates a flowchart of an example method for mediating acommunication in an observation platform in accordance with embodimentsof the present technology.

FIG. 18 illustrates a flowchart of an example method for mediating acommunication in an observation platform in accordance with embodimentsof the present technology.

The drawings referred to in this description of embodiments should beunderstood as not being drawn to scale except if specifically noted.

DESCRIPTION OF EMBODIMENTS

Reference will now be made in detail to embodiments of the presenttechnology, examples of which are illustrated in the accompanyingdrawings. While the technology will be described in conjunction withvarious embodiment(s), it will be understood that they are not intendedto limit the present technology to these embodiments. On the contrary,the present technology is intended to cover alternatives, modificationsand equivalents, which may be included within the spirit and scope ofthe various embodiments as defined by the appended claims.

Furthermore, in the following description of embodiments, numerousspecific details are set forth in order to provide a thoroughunderstanding of the present technology. However, the present technologymay be practiced without these specific details. In other instances,well known methods, procedures, components, and circuits have not beendescribed in detail as not to unnecessarily obscure aspects of thepresent embodiments.

Unless specifically stated otherwise as apparent from the followingdiscussions, it is appreciated that throughout the present descriptionof embodiments, discussions utilizing terms such as “receiving,”“recognizing,” “deriving,” “storing,” “relaying,” “executing,”“generating,” “determining,” “tracking,” “recording,” “identifying,”“making,” “sending,” “tracking,” “monitoring,” “mining,” or the like,refer to the actions and processes of a computer system, or similarelectronic computing device. The computer system or similar electroniccomputing device, such as a telephone, smartphone, smartphone inconjunction with a Bluetooth peripheral, or handheld mobile device,manipulates and transforms data represented as physical (electronic)quantities within the computer system's registers and memories intoother data similarly represented as physical quantities within thecomputer system memories or registers or other such information storage,transmission, or display devices. Embodiments of the present technologyare also well suited to the use of other computer systems such as, forexample, optical and mechanical computers.

Overview of Mediating a Communication in an Observation Platform

Embodiments of the present technology are for mediating a communicationin an observation platform. The observation platform may involve anumber of users or people and provides structure and disciplinecommunications for the users and captures data regarding thecommunications such as performance metrics. The present technology maybe employed in various environments such as retail settings,public-stage floors, outdoor venues, concerts, police scenarios,disaster areas, schools, sporting events, hospitality operations,security operations, military operations, a prison organization,customer service, manufacturing organization, a factory, and otherenvironments where humans work together and where communications occurbetween users.

Using structuring communications in an observation platform, as referredto herein, may refer to the following actions regarding communicationsbetween two or more users: mediating, disciplining, structuring,controlling, participating, discouraging, encouraging, influencing,nudging, making an example of, permitting, managing, managing to be incompliance with policies, measuring what goes on as a communicationoccurs, characterizing, enabling, observing, recording, correcting,directing, etc.

The mediating, structuring or disciplining process envisioned hereininvolves using a communications and computer system as a platformreceive communications, to generate or parse metadata related to thecommunication, and to relay the communication based on the metadata.Communications are enabled by multiple means including: simply speakingnames, questions or commands; press-to-talk broadcasting to everyone,groups or locations; listening to pre-established information (e.g.,podcasts or info-casts), information from other users on the system, orinformation from other systems or processes within this system relatedto actions required or information necessary. The system, includingother users, may prompt users for verbal contributions to the data storeor seek selected button presses to determine further context orsupplemental information and actions of the user. In conjunction withthe communications and signaling information being exchanged, the systemcollects other relevant data which may include signals or sounds usefulfor location determination, sounds useful for system optimization oruser environment detection, or other signal information relevant tooperating in the desired coverage space.

One purpose of structuring or disciplining a communication is forassociates to become better customer service associates or sales peoplein a retail setting. The present technology may accomplish this goal bymonitoring communications of the users that occur via communicationdevices. The communications may be monitored to derive contextinformation from the communication such as the name of the user,geographic location of a user, the state or status of the user (e.g.,busy, available, engaged, conversing, listening, out-of-range, notlogged on, etc.), business metrics regarding the user's interaction withothers, and commands from the user. The communications may be monitoredby a computer system associated with a radio base station that acts as acentral hub for the user communications. The computer system may convertaudible, voice or speech communications to a text or machine-compatibleformat using standard and well-known techniques. The text may be used toderive the context information from the communication. The computersystem may also store some or all of the communication including thetime and geographic location of the device, the audible portion of thecommunication and the text format of the communication. The structuredcommunications may extend beyond a single venue to multiple venues orstorage locations without regard to geographic location. Customers orusers may refer to customers who are purchasing items in an environment,past customers, potential customers, perspective customers, shoppers,browsers, or others who enter the environment and do not represent theenvironment in an official capacity such as an employee does.

In one embodiment, the computer system generates or parses metadatarelated to a communication and also knows metadata for each of aplurality of devices in the observation platform. The computer system isthen able to match an attribute of the metadata from the communicationto an attribute from the metadata of at least one of the plurality ofdevices in the observation platform. The communication may then beforwarded to the matched device. The metadata may be described asattributes, tags, or characteristics of a communication. Thecommunication may be a signal generated by user device and may comprisespeech, text, audio, video, or a combination thereof. The attributes ofthe metadata may not be associated with the content of the signal andare related to context of the signal such as the time the signal wassent, an identification of the device that sent the signal, a locationof the device when the signal sent, a geographic zone the device islocated in, history of the device sending communication, etc. In oneembodiment, the metadata is associated with the content of the signal,such as text. The generating of metadata and relaying of thecommunication may occur substantially in real time such that a user ofthe device does not perceive any delay in communications.

In one embodiment, the computer system uses the derived contextinformation to determine a destination of the communication and forwardsor relays the communication to the destination. For example, a firstuser may attempt to contact a second user via communication devices. Thefirst user sends the communication to the computer system associatedwith the radio base station. The computer system recognizes the firstuser and is able to derive context information regarding thecommunication and determine that the communication's destination is athird user. The computer system then relays the communication, via theradio base station, to a communication device associated with the thirduser. The computer system may also convert the communication to text andderive contextual or performance metrics regarding the first or thirduser. For example, the first user may be an associate in a retailsetting and the third user is a customer. The first user may beresponding to a query made by the third user. The performance metric maybe the length of time it took for the first user to respond to the queryor may be whether or not the query was satisfied or may be a differentmetric entirely. The computer system may derive and store more than oneperformance metric. The computer system may also access more than onecommunication regarding a user to determine some metrics.

In one embodiment, the computer system uses the derived contextinformation to determine a destination of the communication and forwardsor relays the initial communication to the destination. For example, afirst user may attempt to contact a second user via communicationdevices. The first user sends the communication to the computer systemassociated with the radio base station. The computer system recognizesthe first user and is able to derive context information regarding thecommunication and determine that the communication's destination is athird user or plurality of users. The computer system then relays thecommunication, via the radio base station, to a communication deviceassociated with the third user or said plurality of users. The computersystem may then instruct the device of the first user to communicatedirectly with the device(s) of the third or plurality of users for theduration of the conversation. The computer system will continue toobserve the communications and will continue to derive contextual andperformance information from all connected devices. Additionally, thecomputer may instruct direct communications between a plurality ofdevices depending on context and other meta-information,

In one embodiment, the computer system is able to determine the state ofthe user based on either direct user action such as a button press orvoice command; or based on inference from words being spoken, motions,locations or other contextual information. In one embodiment, the thirduser may be out of range of the radio base station and sendscommunications via a network associated with the computer system. In oneembodiment, the third user may be part of a similar operation to that inFIG. 1A, i.e., another retail outlet or corporate headquarters for thesame company in a different location as shown in FIG. 1C.

In one embodiment, the computer system is able to determine geographiclocations of users based on information received from devices associatedwith the users. The geographic location data may be stored as dataassociated with a user's communications device at a particular time, oras a performance metric, or may be combined with other information togenerate a performance metric. The geographic information may also beused by managers to manage or train associates or to optimize customerservice.

A user, as referred to herein, may be a person or people such as,associates, employees, managers, trainees, trainers, customers,emergency responders, personnel, etc. In one embodiment, the userinterfaces with a device for communications with other users. Such adevice may be a handheld device, a headset, a smartphone, an earpiece, aradio, a computer system, or other device capable of providingcommunications between users. Such users may be external to theoperating entity and desire access via smart devices or applications.

A performance metric may also be a metric, a key performance indicator(KPI) or a business metric. A metric or performance metric as referredto herein may be any type of data associated with or derived from acommunication between users, including the location of thecommunications device, buttons pressed, or the words spoken and thecontextual state at the time of a particular communication event. In oneembodiment, the computer system is able to generate a visualrepresentation of metrics. For example, the visual representation may bea map of the geographic location of the users in an environment or mayvisually demonstrate the status or activities of a user. In anotherexample, the visual representation may be textual information such asthe number of communications sent by a user or the length of time ittook for a user to respond to a communication or move to a specificlocation. The performance metrics may be sent or displayed to a manageror other user for use in making decisions. The performance metrics maybe used by the manager to optimize customer service in a retail settingby taking actions such as reprimanding or rewarding an associate ormeasuring who responds and the time it takes to open a new registerbased on a request from a person or other input signal to the system.Performance metrics may also generate real-time alarms or notificationsthat action or coordination is needed.

The present technology provides for many examples of how structuringcommunications may be used in various environments for a variety ofpurposes. The following discussion will demonstrate various hardware,software, and firmware components that are used with and in computersystems and other user devices for structuring communications usingvarious embodiments of the present technology. Furthermore, the systems,platforms, and methods may include some, all, or none of the hardware,software, and firmware components discussed below.

Observation Platform for Mediating a Communication

With reference now to FIG. 1A, a block diagram of an environment 100 fortraining, monitoring, and mining communications in an observationplatform. Environment 100 includes devices 105, 110 and 130, radio basestation 115, computer 120, database 125 and network 135. Environment 100comprises components that may or may not be used with differentembodiments of the present technology and should not be construed tolimit the present technology. Some or all of the components ofenvironment 100 may be described as an observation platform forstructuring a communication.

The present technology makes use of communication devices. Radio basestation 115 and devices 105, 110 and 130 may also be described ascommunication devices. Devices 105, 110 and 130 may be user devices thatare mobile and employed by a user to communicate with other users viaother devices. Communications between the devices may be described assignals. The devices 105, 110 and 130 may be a smartphone, a personaldigital assistant, a fob, a handheld device, a headset device or othersmall electronic device. In one embodiment, devices 105, 110 and 130employ speakers and microphones with control buttons for audiblecommunications. The control buttons may be press to signal buttons, pushto talk buttons, volume control buttons, and power on/off buttons orother standard buttons and may be options on a touchscreen. Devices 105,110 and 130 may be handheld, may be worn around the neck, and may be aheadset worn on the head or behind the ear or otherwise interface withthe human body. Devices 105, 110 and 130 may or may not comprise ascreen or display such as a liquid crystal display (LCD). In oneembodiment, devices 105, 110 and 130 do not comprise a display such thata user is not inundated with too many options or too much informationfrom the device. A user device without a display may simplifycommunications and thus allow heads-up awareness and presence in theenvironment. Another user, such as a customer, may be more likely toemploy the device for its intended purpose if the human interface issimplified.

Devices 105, 110 and 130 and other devices in environment 100 may bedispensed to a user upon entering environment 100 or may be brought bythe user into environment 100. For example, in a retail setting,associates may be issued devices by the employer or owner of theretailer setting. Customers in the retail setting may also be offered orissued devices as they enter the retail setting. Customers may choosewhether or not to accept the device or whether or not to use the deviceafter accepting it. The associate devices and the customer devices mayor may not be the same type or model of devices. Alternatively, thecustomer may bring a device into the retail setting such as asmartphone. An application on the customer's smartphone will allow thecustomer to use the device for communications in the store withassociates or others in accordance with present technology. The customermay remain anonymous or may elect to identify themselves. In oneembodiment, recognition of the customer's identity is not required foradditional services or offers.

Devices 105, 110 and 130 may be low power devices. The devices may usebatteries or solar power including either ambient or battery solar powerin a low duty-cycle manner to save power. In one embodiment, the deviceshave an automatic sleep function when location of the device does notchange and no communications are sent or received after a period oftime.

Radio base station 115 may be a communication device that is capable ofcommunicating with devices 105, 110 and 130. Radio base station maysimply be a component of computer 120 or may be a standalone device thatis coupled with, connect to, or otherwise associated with computer 120.Radio base station 115 and computer 120 may be physically adjacent toone another or may be separated by a distance (e.g., cloud services).Computer 120 is able to receive communications from radio base station115 and to send communications to radio base station 115 for radio basestation 115 to transmit the communication to its destination. Computer120 is a computer system with a processor and memory and is capable ofexecuting commands, software and firmware. Computer 120 may be a desktopcomputer, a server computer, a cloud-based computer or other standardcomputing system or may be custom built for the present technology.

Radio base station 115 and devices 105, 110 and 130 employ standardtechniques for communicating wirelessly. The communications may beperformed using radio techniques such as near field communications,short wave radio, infrared, Bluetooth, Wi-Fi, standard wireless computernetwork protocols, etc. Devices 105, 110 and 130 may be able tocommunicate with each other directly or through radio base station 115.Devices 105, 110 and 130 communicate with each other under the controlof the computer system 120. In one embodiment, all communications inenvironment 100 are relayed through radio base station 115 which acts asa central hub. For example, device 105 may communicate with device 110by device 105 sending a communication to radio base station 115,computer 120 derives that device 110 is the destination for thecommunication and relays the communication to device 110. This may occurautomatically and quickly enough such that the users will not experienceany undue lag in communications. In one embodiment, devices 105, 110 and130 may communicate directly with computer 120. For example, a user mayissue a command to computer 120 via device 105 or computer 120 may sendinformation to device 105. Information sent from computer 120 to device105 may be an audible voice signal or may be textual, contextual,geographical or graphical data to be displayed at device 105, if it isproperly equipped to do so.

In one embodiment, devices 105, 110 and 130 may communicate with oneanother directly, and their signals may be monitored and processed bycomputer system 120 via a monitoring system associated with the radiobase station 115. Instructions or commands may still be directed towardsthe computer system 120.

In one embodiment, computer 120 is able to recognize a user sending acommunication. The user may be recognized based on the device used tosend the communication to computer 120 and radio base station 115. Forexample, device 105 may have a unique signature associated with itstransmissions such that computer 120 can identify differentiate thedevice from another user. Such recognition of a user may then beemployed by computer 120 for future communications with other devices.In one embodiment, the signal or communications between devices areencrypted. The signal may be encoded such that it is unique to aspecific device. The encryption or encoding may be employed by computer120 to recognize the user of the device. In one embodiment, the user mayidentify himself to the computer system 120 and the computer system 120makes the association between user identification and device 105'sinternal electronic identification.

Computer 120 may determine that the destination of a communication is asingle device or a plurality of devices. Thus computer 120 may relay acommunication from device 105 only to device 110 or may relay it to bothdevice 110 and device 130. Computer 120 may determine that another userdevice is the destination of a communication originated by device 105but may also directly respond to the communication by executing acommand or sending a communication back to device 105. In oneembodiment, a communication from device 105 has more than onecharacteristic or aspect. For example, the communication may have afirst characteristic that corresponds to an audible source such thewords spoken by a user employing device 105. The communication may alsocontain contextual information such as engaged, available, listening toinformation, communicating in a conversation, out-of-range, returning tocoverage zones, or other behavioral/contextual information. Thecommunication may also have a third characteristic that comprisesgeographical position information of device 105 or may have informationindicative of a geographic position of device 105. Computer 120 is ableto determine a geographic position and direction of motion of a devicefrom the information indicative of a geographic position of device. Themotion may also be described as path of travel. A characteristic of thecommunication may be a portion of the communication, data associatedwith the communication, attributes of the communication, or metadataregarding the communication.

In one embodiment, computer 120 comprises a storage medium for storingsome or all of a communication. Computer 120 may store allcommunications between devices in environment 100. Computer 120 maystore communications for a pre-determined amount of time or based onother characteristics such as user, location or types of communications.Different characteristics of the communication may be stored includingportions of the communication itself. Additionally, the computer mayrequest and store all audible information regardless if the user pressesa push to talk button or otherwise signals the need to begin acommunication. For example, the communication may comprise an audibleportion, a text portion, information indicative of a geographicalposition, and a geographical data portion. The audible portion may alsobe converted to text. Computer 120 may store all or some of thedifferent portions including the portion converted to text. Computer 120may store geographic position information regarding a device over aperiod of time such that a path of travel or speed/direction of the usermay be inferred. Thus the position and context of a user may be mapped,tracked or predicted through a physical environment or area.

In one embodiment, computer 120 receives a communication from a devicewith a portion of the communication that corresponds to spoken words ofthe user of the device. Computer 120 is able to convert the spoken wordsportion to information used by computer 120 to derive contextinformation from the communication to determine performance metricsregarding the communication or the user of the device. The resultinginformation may also be interpreted as a command for computer 120 toexecute. The resulting information may also be employed to determine adestination for the communication or to trigger an automated responsefrom the system using stored or external information.

In one embodiment, each speaker is identified with a unique identifierwith each voice file so that a speech-to-text engine can train on thespeaker's voice and more accurately choose words from the dictionariesand individual user grammars. Individually customized dictionaries andgrammars may be used for the sequential context of the spoken words. Forexample, saying, “urgent Bob” is interpreted by looking up the firstword in a command dictionary and the second word in a names or placesdictionary. In one embodiment, a frequency table is built for each userdefining how frequently they call a name or place to improve theprobability of selecting the correct word. In one embodiment, if acommand, name, or place is not understood, the system may default to themost likely destination group. The user can easily opt out of thedefault destination and start again. Alternatively, if the command, nameor place is not recognized, the computer system 120 may be programmed todefault to a simple reply such as “please say again” or “person notfound.”

In one embodiment, computer 120 executes a command received from device105. The command may be directly received from device 105 or may bereceived in an audible voice signal which is converted to text and theninterpreted to be a command for computer 120. The command may be toinitiate a virtual voice connection between device 105 and device 110.The command may be to initiate a connection to a telephony system suchthat a user of device 105 may communicate with another user who isemploying a telephone for communication. The command may be for computer120 to store information into or extract information out of database125.

In one embodiment, computer 120 is able to access database 125 overnetwork 135. Network 135 may be a local area network, a wirelessnetwork, the Internet or another computer network. In one embodiment,database 125 is a component part of computer 120 and network 135 is notrequired for computer 120 to access database 125. Database 125 maycomprise an inventory of product or any other type of information. Forexample, in a retail setting a customer may use a device to communicatewith an associate regarding whether the retail setting has a particularproduct in stock or where the product is located. The associate may usekey terms to query computer 120 regarding whether the product is instock. Computer 120 may convert the associate's voice to text andrecognize the command regarding whether the product is in stock.Computer 120 then queries database 125 and sends a response back to theassociate and/or customer. The response may be sent back using anaudible signal or a signal to be displayed on a screen at the userdevice. Similar examples may be constructed around product locationdatabases, workforce scheduling systems, on-floor zone assignments, timeclock systems, door counter systems, video surveillance systems, dataaggregation systems or other information systems used for operations andreporting. Alternatively, computer 120 may recognize a command based onthe converted text without a user saying key terms.

Computer 120 and any ancillary programs may detect audio characteristicssuch as “too much background noise”, “speaking too loudly”(over-modulation), “speaking too softly” (under-modulation), “speakingto quickly” or “excessive pausing.” The computer may then issue anaudible prompt to the user to correct the situation for improvedrecognition of spoken words. Systematically monitoring the eachindividual user (not device) and scripted prompts allows the computer tobetter learn the user characteristics while at the same time allows theuser to modify behavior and speech to better communicate with thesystem.

Database 125 may be a local inventory or a larger inventory. In oneembodiment, database 125 is not an inventory but comprises differentdata. For example, a user may employ the device to communicate with andcommand computer 120 to perform a key word search of the Internet usinga search engine such as a website search engine.

With reference now to FIG. 1B, a block diagram of an environment 140 fortraining, monitoring, and mining communications in an observationplatform. Environment 140 includes devices 105, 110 and 130, radio basestation 115, computer 120, transceivers 145, 150, and 155, and regions160, 165, and 170. Environment 140 comprises components that may or maynot be used with different embodiments of the present technology andshould not be construed to limit the present technology. Some or all ofthe components of environment 140 may be described as an observationplatform for structuring a communication.

Transceivers 145, 150, and 155 are capable of sending and receivingsignals to and from radio base station 115 and devices 105, 110 and 130.Transceivers 145, 150, and 155 may or may not be networked to oneanother and to either radio base station 115, computer 120 or both.Transceivers 145, 150, and 155 may be transceivers such as wirelessrouters in a computing network. The transceivers may relay acommunication from a user device to computer 120. A communication orsignal may be routed through a plurality of transceivers before reachingcomputer 120. Transceivers need not connect to any network or computerand may be located throughout the environment as needed for the locationaccuracy desired. Additionally, the transceivers may use a low dutycycle beacon that may be time synchronized with devices in under thecontrol of computer 120.

In one embodiment, the transceivers may be uniquely identifiable suchthat a communication may comprise a characteristic that identifies thecommunication as being routed through a given transceiver. Thisidentification of the transceiver may be employed by computer 120 todetermine a geographic location of a device or user. Thus, acharacteristic of the communication may be an identity of a transceiverand comprises information that is indicative of a geographic position.Computer 120 may determine that a device is in a geographic region thatis associated with a transceiver such as region 160 associated withtransceiver 145. Computer 120 may also use geographic information anduser motion characteristics to predict and pre-set association to thenext likely transceiver.

In one embodiment, computer 120 determines the geographic location of adevice based on a transceiver signal strength received at the devicefrom one or more transceivers. For example, device 130 may receivesignals from both transceivers 150 and 155 each with a correspondingsignal strength. The signal strength data is sent from device 130 tocomputer 120 as a characteristic of a signal or communication sent tocomputer 120. The signal strength data is then used by computer 120 todetermine the geographic position of device 130.

Transceivers 145, 150, and 155 each have an associated region such asregions 160, 165, and 170. The regions may define the transmission rangeof the transceiver or may be defined based on some other criteria. Inone embodiment, the regions may be described as wireless hotspots or802.11 access points (APs). Regions 160, 165 and 170 may be well definedgeographical regions either indoors or outdoors and may be known tocomputer 120. Regions 160, 165 and 170 are depicted as not overlappingone another. However, the regions may or may not overlap one another. Inone embodiment, computer 120 may determine the geographic location of adevice based on its location in one or more regions. For example, device105 may be located in region 160 for its primary communications, yet iscapable of receiving signals strength measurements from regions 165 and170. In another example, regions 160 and 165 may be overlapping andcomputer 120 determines that device 110 is in the overlapping portionsof region 160 and 165 because a characteristic of a communication fromdevice 110 indicates that device 110 is capable of transmitting to andreceiving signals from both transceiver 145 and 150. Thus acharacteristic of signal sent from a user device to computer 120 may becontents of a communication, a portion of a communication correspondingto an audible source, signal strength data of a transceiver, an identityof a transceiver, geographic position data, or other information.

In one embodiment, computer 120 determines the geographic motion,movement, or path of travel of a user based on transceiver signalstrengths received at the device from one or more transceivers. Movementof the communications device 130 may be derived from data regardingsignal strength measurements made at one or more of the transceivers,where the signal strength is measured and sampled at successive timeintervals, via well-known methods. For example, as a user moves aboutthe region in environment 140, the signal strength will increase at onetransceiver device and decrease at another. Movement of thecommunications device 130 may also be derived from internal componentsin the device such as accelerometers, barometers, or magnetic compasses,again via successive time samples of data. This data may be used todetect a more accurate range of movement.

With reference now to FIG. 1C, a block diagram of an environment 180 fortraining, monitoring, and mining communications in an observationplatform. Environment 180 includes devices 105, 110, 111 and 131, radiobase stations 115 and 116, computers 120 and 121, network 135 andregions 175 and 176. Environment 180 comprises components that may ormay not be used with different embodiments of the present technology andshould not be construed to limit the present technology. Some or all ofthe components of environment 180 may be described as an observationplatform for structuring a communication.

In one embodiment, device 105 and 110 are located within region 175. Thecomponents depicted within region 175 may be described as an observationplatform. Region 175 may be described as having a radio range, or spanof operating distance. For example, radio base station 115 may have aphysical limit regarding the distance which it may transmit radiosignals. Therefore, a device outside of the radio range, such as devices131 or 111 will not be able to communicate with computer 120 via a radiosignal transmitted from radio base station 115. Additionally, devices105, 110, 111 and 131 may also have a limited radio range.

These limitations may be overcome by computer 120 relaying thecommunication to either device 131 or a second observation platformwithin region 176 via network 135. Therefore, devices 105 and 110 maycommunicate with either device 111 or 131 where the communications arerelayed by computer 120 and network 135. Region 176 may be described asa second observation platform with components that are duplicates of orsimilar to components of region 175. The regions 175 and 176 maycomprises any number of communication devices or other components suchcomputers, routers, and transceivers. Thus, the present technologyprovides for structured or disciplined communications between at leasttwo user devices, or a plurality of devices, that may or may not bewithin radio range of one another.

In one embodiment, the communications between computer 120 and devices105 and 110 are accomplished via radio signals and the communicationsbetween device 131 and computer 120 are accomplished via network 135. Inone embodiment, the connected between network 135 and device 131 istelephony call such that device 105, which may not be a telephone,places a phone call to device 131, which is a telephone, via theobservation platform. In such an embodiment, network 135 may compriseboth a computer network and a phone network or cloud.

In one embodiment, device 131 and/or region 176 may be physically remoterelative to radio base station 115. For example, all the componentsshown within region 175 may be located within radio range of one anotherat a first location, but device 131 and region 176 are located at asecond and third location outside of region 175. These first, second andthird locations may be separated by any length of distance. The secondor third location may be hundreds or even thousands of miles away fromthe first location or may be less than a mile away but still outside ofregion 175. In one embodiment, computer 120 and radio base station 115are located at a first physical address such as a street address for abuilding or other physical location, device 131 is located at a secondphysical address, and computer 121 and radio base station 116 arelocated at a third physical address.

In one embodiment, computer 120 and radio base station 115 areassociated with a retail environment and region 175 includes the retailfloor as well as an office or other area designated for associates,managers, or employees of the retail environment. However, computer 121and radio base station 116 are located in region 176 are located at asecond retail environment. The first and second retail environments maybe related to one another such as both being a franchise of the samebusiness or enterprise. Thus, a customer or associate may be located inregion 175 associated with a first franchise, e.g. a first observationplatform, and speak with an associate using device 111 in a secondfranchise, e.g., a second observation platform. The customer orassociate may ask questions regarding the inventory of an item at thesecond franchise or speak with an associate at the second franchise thathas knowledge not known by associates at the first franchise.

With reference now to FIG. 1D, a block diagram of an environment 190 formediating a communication in an observation platform. Environment 190includes devices 105 and 110, radio base station 115, computer 120,first communication 104, 106 and 122, metadata 108, attribute 112,policy 114, metadata for devices 118 and play module 124. Environment190 comprises components that may or may not be used with differentembodiments of the present technology and should not be construed tolimit the present technology. Some or all of the components ofenvironment 190 may be described as an observation platform.

In one embodiment, devices 105 and 110, radio base station 115, andcomputer 120 have the same capabilities of their counterparts in FIG.1A. Device 105 is able to send first communication 104 to computersystem 120 via radio base station 115. Computer system 120 may belocated physically proximate to the devices or it may be remote andconnected via a network. Computer 120 may also be a plurality ofcomputers connected using cloud computing techniques. It should beappreciated that first communication 104 may be generated by a useremploying device 105 and the content may include audio, speech, text,images, video, or any combination thereof. First communication 104 mayalso be described as speech, oration, or play. First communication 104may also include additional characteristics such as data indicative of ageographic location of device 105, a timestamp of when firstcommunication 104 was generated and sent, the identity of a userassociated with device 105, etc. In one embodiment, computer 120 storesfirst communication 104 as first communication 106 and parses orgenerates metadata 108 associated with first communication 106 accordingto policy 105. It should be appreciated that metadata 108 may be relatedto the actual content of first communication 104, may be related to theadditional characteristics of first communication 104, or may be acombination. Additionally, metadata 108 may comprise data related to ahistory of the use of device 105 such as statistical data of how manycommunications are sent and received by device 105. Such data may not bepart of first communication 104, but may be stored and accessed inmetadata for devices 118.

In one embodiment, metadata 108 includes content from firstcommunication 104 that directs the destination of the communication. Forexample, first communication 104 may comprise an audible portion withthe words “Bob are you there?” Computer system 120 may convert theaudible portion of first communication 104 to text and parse the phrase“are you there” as a command to relay the communication to “Bob.”Additionally, metadata for device 118 may know that the name “Bob” isassociated with a given device, first communication 104 is then relayedto the given device. Alternatively, computer system 120, may parse thephrase and respond with the known state and location of “Bob,” e.g.,“Bob is available in aisle seven.”

Metadata 108 may also be a unique message identification numbergenerated by computer 120 for first communication 104, a groupidentification number that associates first communication 104 with aseries of related communications, and/or a geographic zone in whichdevice 105 is located in. Metadata 108 may also comprise data associatedwith the status of device 105 and/or the status of the user associatedwith device 105. Such status data may indicate whether the user ofdevice 105 is busy, engaged, available, not on the system, not in rage,in a conversation, in training, etc. The status data may be generated bycomputer 120 and may be based on data from the history of device 105 orfrom first communication 104. Metadata 108 may also be a classificationof a user associated with the device. Such classification may be anexpertise such as a “paint expert” or “cashier” or may be more genericsuch as customer, manager, employee, associate, vendor, etc. Metadata108 may also be a start and stop time of the communication.

In one embodiment, metadata 108 is parsed into individual attributes 112and stored as a set of attributes. Portions or all of metadata 108 mayalso be copied and stored by computer 120 as metadata for devices 118.In one embodiment, metadata for devices 118 stores metadata for aplurality of devices associated with the observation platform such asdevice 110. It should be appreciated that metadata 108, attributes 112and metadata for devices 118 are each controlled by policy 114. Policy114 comprises policies, instructions, and/or rules for the generation,usage and storage of metadata. For example, policy 114 may dictate thatevery communication, such as first communication 104, should have anattribute stored indicating the geographic location of the device whenit sent the communication. In one embodiment, policy 114 determines thelength of time an attribute is stored for. In one embodiment, policy 114is programmable or customized. In other words, policies may be changedduring the operation of the observation platform and may be assigned todevices, groups of devices or individual users, if known. The devicesmay store a portion of the policy to control what data is sent with acommunication to computer system 120. Changes in the policy may be sentto the devices. However, policy 114 may simply be a default policy. Oneexample of a set of policies is a walkie-talkie emulator policy wherethe policies allow the devices in the observation platform to emulatewalkie-talkies.

Metadata for devices 118 may include metadata and/or attributes similarto those described for metadata 108 only in relation to a plurality ofdevices rather than just one device. In one embodiment, computer system120 compares attributes 112 to the attributes for other devices storedin metadata for devices 118 to identify a recipient device for firstcommunication 104. In one embodiment, the identification is accomplishedby matching one attribute. For example, first communication 106 maycomprise an attribute that matches an attribute stored in metadata fordevices 118 that is associated with device 110. Thus the matchingattribute identifies device 110 as a recipient device for firstcommunication 104. Once such an identification is made, firstcommunication 104 may be relayed to device 110 as first communication122 via computer system 120 and radio base station 115. Firstcommunication 122 may be identical to first communication 104 or maysimilar to first communication 106 and comprise metadata 108.

In one embodiment, computer system 120 identifies a recipient device bymatching a single attribute. In one embodiment, computer system 120 willrelay first communication 104 to every device that has a matchingattribute with any one of the attributes from attributes 112. Forexample, device 110 may have a geographic position attribute thatmatches a first attribute from attributes 112 while a third device has atimestamp attribute related to a second attribute of attributes 112. Inthis example, both device 110 and the third device will be relayed thecommunication as recipient devices. It should also be appreciated that aplurality of devices may all have the same attribute matching a firstattribute from attributes 112 and each of the plurality of the devicesare then relayed the communication.

In one embodiment, computer system 120 will not relay firstcommunication 104 to a device that has a matching attribute if theattribute is blocked by an inhibitor for the given device. Such aninhibitor may be received at computer system 120 from a device or may begenerated and stored by computer system 120. In one embodiment, thegeneration of inhibitors is controlled by policy 114. For example, aninhibitor may be associated with device 105 in relation to firstcommunication 104 such that computer system 120 does not relay firstcommunication 104 back to device 105 even if a matching attribute isfound. Other inhibitors may be related to the status of a device. Forexample, if a device status is “busy” or “engaged with customer” thancomputer system 120 may be inhibited from identifying such a matchingdevice as a recipient device.

In one embodiment, an inhibitor may be overridden by an attribute. Forexample, a communication that is marked “urgent” or “interrupt” mayoverride certain inhibitors or any inhibitor associated with the statusof a device.

In one embodiment, computer system 120 identifies a recipient devicebased on a voting system involving a plurality of matches of attributesand/or inhibitors. For example, in the voting system, an attribute maybe assigned a numerical value such as +1 and an inhibitor a value of −1.The voting system will then tally all of the numerical values and if thetally for a given device is positive, or above a predeterminedthreshold, then the given device will be identified as a recipientdevice and relayed the communication. It should be appreciated that someattributes may also be given a negative value such as status oravailable of a device or the location of a device in a predeterminedzone.

In one embodiment, device 110 receives the relayed first communicationat play module 124. Play module 124 may operate to automatically play arelayed communication once it is received. Play module 124 may alsotrigger a notification to a user of device 110 that a relayedcommunication has been received. In one embodiment, the playback of therelayed communication is governed by a policy on play module 124 that isassociated with policy 114.

In one embodiment, device 110 is utilized to generated and send a secondcommunication from device 110 back to computer system 120. Computersystem 120 may then similarly parse metadata for the secondcommunication and determine that it is responsive to first communication104 and relay the second communication to device 105. This determinationmay be made by matching attributes of metadata and may also be based ontimestamps of the communications in conjunction with policy. In oneembodiment, the second communication is relayed to all of the devicethat the first communication was relayed to.

In one embodiment, the first communication is relayed to a plurality ofrecipient devices which is described as a one-to-many communication.Once a second communication, or responsive communication, is receivedthen subsequent communications may only be sent to and from the firstdevice and the responsive device. Thus a one-to-many communicationstream may be narrowed to a one-to-one communication stream where acommunication stream is defined as a series of communications. Byresponding to a first communication, the user of the responding deviceself-selects herself to be included in the future communication stream.

In one embodiment, the first and second communication are sent andreceived by the devices in substantially real time. For example,computer system 120 may be parsing and matching metadata and relayingthe communications, but computer system 120 may operate on the scale ofmicroseconds such that the users of the devices will not perceive anylag and the series of communications will be perceived to occur in realtime. Thus the present technology may be described as operating anobservation platform whose point is satisfying unique requirements of anenvironment such as a retail environment. The present technology isbuilt around forwarding voice messages fast by selecting what messagesto play on what devices. The selection is made employing by comparingmetadata or message tags to tags on objects associated with each deviceor communicator.

In one embodiment, first communication 104 may be generatedautomatically by device 105 in response to a predetermined event, actionor series thereof. For example, an employee's time may be tracked fortime card purposes using communications from the device. Communicationsmay be sent to that log when and where an employee is located and thecommunications may be sent automatically upon the device entering orexiting geographic zones.

With reference now to FIG. 2, a block diagram of an environment 200 fortraining, monitoring, and mining communications in an environment.Environment 200 includes radio base station 115, computer 120, users205, 210, 215, 220, 225, 230, and 235, structure 240, area 245, area250, radio devices 255 and 260 and user 265. Environment 200 comprisescomponents that may or may not be used with different embodiments of thepresent technology and should not be construed to limit the presenttechnology.

Environment 200 depicts a setting in which the present technology may beemployed. Environment 200 may be, but is not limited to, retailsettings, public-stage floors, outdoor venues, concerts, policescenarios, disaster areas, and other environments where communicationsoccur between users. Areas 245 and 250 are depicted as being enclosed.However, the present technology may be implemented in an outdoor orindoor environment or a combination of the two. Users 205, 210, 215,220, 225, 230, and 235 are depicted as each holding a device such asdevice 105 of FIG. 1. The devices do not necessarily need to behandheld. Users 205, 210, 215, 220, 225, 230, and 235 may be a varietyof different types of users. For example, the users may be associatesand customers intermingled in a retail setting. Area 245 may be theretail floor while area 250 is a back office or other area designatedfor associates, managers, or employees of the retail environment.

Structure 240 may be a display, shelves, aisle divider, or otherstructure that physically separates spaces in area 245. For example,users 205, 210, and 215 are depicted as being in separate space of area245 than users 220, 225, 230, and 235. Computer 120 may be able tointeract with users 205, 210, 215, 220, 225, 230, and 235 and determinethe user's geographic locations as well as act as a central hub for allcommunications between the users. In one embodiment, computer 120recognizes a group of users associated with communication devices. Thegroup may be based on a classification or type of user or may be basedon a location of said users. In one example, computer 120 recognizesthat users 205, 215, 230, and 235 are associates and users 210, 220, and225 are customers in a retail setting. The associates may be considereda first group and the customers a second group. In a second example,computer 120 recognizes that users 205, 210, and 215 are a first groupin a separate space of area 245 than the second group of users 220, 225,230, and 235. Computer 120 may then employ the recognition of groups togenerate visual representations (instantaneous or time-averaged) offeatures of the group and its communications. It should be appreciatedthat groups can simultaneously exist in many locations and are notconstrained by building walls or geography.

In one embodiment, environment 200 comprises radio devices 255 and 260used for communication with user devices and radio base station 115.Radio devices 255 and 260 may or may not be networked with radio basestation 115 to provide additional coverage or range for radio basestation 115. For example, radio devices 255 and 260 may be antennas orradio repeaters for radio base station 115. In one embodiment, radiodevices 255 and 260 are wireless routers for computer networking.Computer 120 may employ radio devices 255 and 260 to determine ageographic location of a user. Radio devices 255 and 260 andtransceivers 145, 150 and 155 may each have the same capabilities andfeatures as one another.

The geographic location or position of a user may be determined bycomputer 120 receiving periodic clues or evidence of the geographiclocation of the user device and then computer 120 infers or deduces thegeographic location based on the evidence or clues. For example, theuser device associated with user 205 may receive a plurality of signalsfrom radio base station 115 and radio devices 255 and 260. Each signalhas a unique signature at the current position of user 205. Thesignatures of each source are periodically sent to computer 120 or as acomponent characteristic of any communication. Computer 120 may thendetermine the geographic position of user 205 based on the signatures ofthe sources it reports. In one embodiment, the user device knows itsgeographic position based on geographic position component which is partof the user device. The geographic position component may be a componentdevice or chip that employs the global positing system, other satellitenavigation system, inferred signals, radio signals or RFID signals fordetermining a geographic location or position. A user device with ageographic position component may transmit the determined geographicposition to computer 120 periodically or as part of a communication.Thus computer 120 may know the location of a user at a given time basedon the geographic position of the device associated with the user.

In one embodiment, user 265 interfaces with computer 120 to use thepresent technology to optimize communications. Computer 120 maydetermine and display performance metrics or visual representationsregarding communications to user 265. User 265 may then use theperformance metrics and visual representations to make decisions. Forexample, user 265 may be a manager of associates who can identify that acustomer has asked for assistance at a given location but no associateshave responded. The manager may then use the present technology torequest an associated to assist the customer. In one embodiment, user265 is able to directly use computer 120 and radio base station 115 tocommunicate with other users by individual identification, locationgroupings or contextual groupings.

In one embodiment, user 265 interfaces with computer 120 to use thepresent technology to optimize geographic location. User 265 may be acustomer and requests help from computer 120. Computer 120 determinesthe associate nearest the location of user 265 and provides the currentand updated location of user 265 until intercepted by the associate. Inone embodiment, user 265 may request help verbally, not engagingcomputer 120, and that request is heard by all nearby associates whosecontext is “not engaged with shoppers” or as otherwise determined by thepolicy.

In one embodiment, computer 120 derives performance metrics, businessmetric or metric from the communications between users. The metrics maybe used to generate visual representations. The metrics and/or visualrepresentations may be employed to make decisions. The metrics andvisual representations may be sent to another computer system or device.A metric may be based on the behavior of a user, the spoken words of theuser, the context of the user, the location and movement of the user,information carried by the tone and quality of voice, and the user'ssignaled communications.

A sales performance metric may be determined by linking sales withusers, measuring busy (or “engaged with shopper”) times of users, andascertaining busy status of user. The busy status of a user may indicatethat the user is engaged in a communication, a task, assisting acustomer, listening to information or otherwise occupied. A responsetime metric may also be determined by measuring the time it takes toanswer a user's question, how long it takes to receive assistance afterasking for it, or how long it takes to arrive at a requested location. Acustomer satisfaction metric may also be derived based on the text ofthe customer's communication. A task performance metric may bedetermined by measuring the length of time an associate is currentlyengaged in performing said task, including noting pending and completedtasks. Metrics may be used by a manager to reward good behavior orcorrect undesired behavior. Additionally, because the communications andother audio information have been recorded, the communications may beused in training as examples.

Visual representations may be described as communication trafficintensity maps between users and/or groups such as who talks to whom,how frequently and at what time of day; who asks questions and whoresponds; who responds to tasks, when and how long it took to respond;and who has listened to which training podcasts, where they listened andwhen. Visual representations may also be described as location maps suchas, a status of when users indicate that they are engaged, busy oravailable, when users ask questions; quiet areas where no communicationsor engagements are occurring; where users are not located; where sellingtips were left and by whom; location-based-tasks and the times it takesto complete them; a path of where users have traveled geographically;and a map of the environment. With this observation platform forstructuring communications, a more complete observation of many of theevents in the interaction between and among all users can be observed,cataloged, and analyzed, providing a great deal of useful information toany manager of the overall process.

Operations of Using Structured Communications in an Observation Platform

FIG. 3 is a flowchart illustrating process 300 for using structuredcommunication in an observation platform in accordance with oneembodiment of the present technology. Process 300 may also be describedas disciplining communications in an observation platform. In oneembodiment, process 300 is a computer implemented method that is carriedout by processors and electrical components under the control ofcomputer usable and computer executable instructions. The computerusable and computer executable instructions reside, for example, in datastorage features such as computer usable volatile and non-volatilememory. However, the computer usable and computer executableinstructions may reside in any type of computer usable storage medium.In one embodiment, process 300 is performed by the components of FIG.1A, 1B, 1C or 2. In one embodiment, the methods may reside in a computerusable storage medium having instructions embodied therein that whenexecuted cause a computer system to perform the method.

At 302, a signal from a first communication device is received at asecond communication device associated with a computer system, wherein afirst characteristic of the signal corresponds to an audible source anda second characteristic of the signal corresponds to informationindicative of a geographic position of the first communication device.Additional characteristics of the signal may include contextualinformation and environmental information. For example, the audiblesource may be the voice of a user, the signal characteristics mayinclude signal signature information and contextual/environmentalinformation may include user status (e.g., engaged or on-break) and/orbackground noise levels.

At 304, a first user associated with the first communication device isrecognized at the computer system.

At 306, context information for the signal is derived at the computersystem associated with the second communication device. The contextinformation may be geographic information, data regarding length or timeof communication, or text of the communication. In one embodiment,speech to text recognition techniques are employed to covert an audiblecommunication to text. In one embodiment, the context information is acommand for the computer system to perform. In one embodiment, thesignal is encrypted or encoded uniquely with respect to the firstcommunication device. The context information may be a command to thecomputer system. For example the computer system may be commanded toaccess a database in response to a query or may be given information tostore for future reference.

In one embodiment, the information is a command and the command may beissued verbally by a user in a communication. For example, a user mayspeak into a communication device the phrase “hello everybody” thus thecommunication is the spoken phrase and the computer system may derivethat the communication is to be sent to everybody. The computer systemthen relays the signal to everybody associated with the communicationobservation platform. In another example, the communication may be thephrase “hello Bob.” The computer system derives that the destination ofthe communication is Bob; the communication is then relayed only to Bob.

The Table below shows examples of Communication Phrases and DerivedContext information. The Communication Phrases may be described ascommands the cause a switch or change in policy. For example a switch inpolicy 114 of FIG. 1D. Such a command may cause the system to switch ina ‘simple policy’ with, for example, only a walkie talkie emulator andlimited information retrieval available. Other policies might allow moreelaborate control for managing playback of training audio tracks, or toallow a manager to change some characteristics of the system, includinggroup membership. These show the power of the system in supportingswitchable policies. Specific examples using sample vocabulary are givenas well as more general cases indicated by the brackets [ ].

Communication Phrase Derived Context Information “Hello Everybody” Thecommunication is to be relayed to a Hello [Group] group defined as“everybody” and anyone may respond. Context information such as“engaged” may limit those who hear and may respond to the “Hello”phrase. “Hello Bob” The communication is to be relayed to an Hello[Person] individual identified as “Bob” and only “Bob” hears the messageand is able to respond. Context information such as “engaged” may resultin the computer providing additional information to the caller such asthe state of the user (e.g., “engaged”) and other factors such aslocation. “Hello Workshop” The communication is to be relayed to Hello[Location] everyone associated with the “Workshop” location. Contextinformation such as “engaged” may limit those who hear and may respondto the “Hello” phrase. “Hello Process Experts” The communication isrelayed to all Hello [Group] identified as the group, “Process Experts.”These people or machines may be physically located in any region orenvironment. Context information such as “engaged” may limit those whohear and may respond to the “Hello” phrase. “Urgent Bob” or Thecommunication is an urgent “Interrupt Bob” communication to be relayedto “Bob.” Interrupt [Person] Such a command may interrupt “Bob” if heInterrupt [Group] is “engaged” or communicating with others Interrupt[Location] or the system as defined by the operator of the environment.Once interrupted, communication is between the caller and original user(i.e., Bob) and may or may not include others who may have been talkingwith Bob at the time. “Message Bob” Leaves a message that persists for apre- Message [Person] determined interval. Messages for groups Message[Group] are heard as persons become available. Message [Location]Messages for locations are heard as persons become available or enterthe location area. Special cases for “messages” include delivering audioinformation to groups such as Marketing Departments, Buyers, Help Desks,Websites, Technical Support or Product improvement requests.“Announcement The communication is to be relayed to Everybody”“everyone” as a bulletin. Those users who Announcement [Group] areengaged or not yet on the system will hear the bulletin when they becomeavailable. “Selling tip for the side The communication is to be relayedto those hallway” who are within or enter the side hallway asAnnouncement an announcement. No response is [Location] anticipated.“Absolute The communication is delivered to all who Announcement for areavailable and in the proper context. A Maintenance Team” response ismandatory. The system Absolute Announcement records the time, location,user and spoken [Group] or [Location] or response for later analysis orstorage. [Person] “Where is Steve” The communication is a command toWhere is [Person] determine a geographic location of Steve Where is[Group] and to send a message back to the communication device from thecomputer system that speaks the response. The response may also includecontextual information such as “Steve is available” or Steve is engaged”or other information from other sources such as “Steve is on break.”Steve does not need to hear that his status was being probed, althoughit is possible to alert him. “Who is near the central The communicationis a command to hallway” determine who is geographically located Who isnear [Location] near the central hallway region and to send a messageback to the communication device from the computer system that speaksthe response. The response may include additional contextual informationfor the persons in that location. “Go to simple menu” The communicationis a command for the Command [profile] computer system to go to thesimple menu profile and to send a message back that speaks the phrase“you will now go to simple menu.” This feature allows individual usersto move into different command, control and skill level profiles withinthe system. “Does anyone know if Some formats of commands are natural towe have . . . ?” the users, but not is a structured speech Spoken Stringpattern. In this case, the words, “Does anyone know . . . ” may triggerthe computer to send this message to group of people who know wherethings are. Additional contextual information may limit that group to adepartment or location. Lost sale report Initiates a set of questions todetermine the reason for a lost sale. Typical categories are:stock-outs, selection limits (e.g., could have sold one in blue), orcompetitive win (e.g., they have this for 20% less on Amazon). ActivityReport Queries the door counter system for shopper arrival and densityinformation. Goal Report Provides information from POS systems regardingthe financial performance of the sales associates.

The phrase “Go to simple menu” may be a command to enter a differentmenu structure for such activities as new-user learning, learning aboutproducts or business, listening to communications, or set-up functionssuch as group participation and default settings for the individual. “Goto simple menu” may also be an example of switching, programming, orcustomizing policy 114 of FIG. 1D.

The communication phrase “Go to simple menu” is an example of switchingpolicies above. This command causes the system to switch in a ‘simplepolicy’ with, for example, only a walkie talkie emulator and limitedinformation retrieval available. Other policies might allow moreelaborate control for managing playback of training audio tracks, or toallow a manager to change some characteristics of the system, includinggroup membership. These show the power of the system in supportingswitchable policies.

At 308, a geographic location of the first communication device isdetermined based on the second characteristic of the signal and at leastone other source of information. For example, the at least one othersource of information may be a router that the signal is routed through,a signal strength of the signal, information from the secondcommunication device, etc.

At 310, a copy of at least one characteristic of the signal is stored ina storage medium and is made available for performance metric analysis.In one embodiment, the performance metrics are key performance metrics.At least one characteristic may be, but is not limited to, a time stamp,engaged, available status, a message, a voice file, a location, a signalsignature, a type of message, text corresponding to a message, commandsused to initiate the message, other contextual information about theuser and an identity of the path the signal was routed through.

At 312, instructions are received at the computer system comprising thepolicies or rules for the relaying the signal to the destination derivedfrom the context information. The policies may instruct to whom and tohow the communication is to be relayed. For example, information derivedfrom a communication may command that the communication be sent toeveryone associated with the geographic location of “Workshop.” However,the policies may instruct that the communication is only relayed tothose associated with the “Workshop” who are designated as available ornot busy. The policies may also comprise a predetermined time or alifetime in which a response may be relayed to an availablecommunication device.

At 314, the signal is relayed to a destination derived from the contextinformation. The destination may be another user or a plurality of useror the computer system itself. The destination may be located outside ofa radio range associated with the second communication device or beotherwise physically remote relative to the second communication device.

At 316, a data entry and visual representation is generated indicatingthe geographic position of the first communication device with respectto a geographic environment in which the first communication device islocated. For example, the visual representation may be a map depictingthe location of users or where users have been. The data entry andvisual representation may include a status indicator of the user such aswhether the user is busy or available.

FIG. 4 is a flowchart illustrating process 400 for using a structuredcommunication in an observation platform in accordance with oneembodiment of the present technology. In one embodiment, process 400 isa computer implemented method that is carried out by processors andelectrical components under the control of computer usable and computerexecutable instructions. The computer usable and computer executableinstructions reside, for example, in data storage features such ascomputer usable volatile and non-volatile memory. However, the computerusable and computer executable instructions may reside in any type ofcomputer usable storage medium. In one embodiment, process 400 isperformed by the components of FIG. 1A, 1B, 1C or 2. In one embodiment,the methods may reside in a computer usable storage medium havinginstructions embodied therein that when executed cause a computer systemto perform the method.

At 402, a signal from a first communication device is received at asecond communication device, wherein a first characteristic of thesignal corresponds to a voice of a first user and a secondcharacteristic of the signal corresponds to information indicative of ageographic position of the first communication device. Additionalcharacteristics of the signal may include contextual information andenvironmental information. For example, the audible source may be thevoice of a user, the signal characteristics may include signal signatureinformation and contextual/environmental information may include userstatus (e.g., engaged or on-break) and/or background noise levels.

At 404, the first user associated with the first communication device isrecognized.

At 406, text or machine code related to the voice of the first user isrecognized.

At 408, context information from the text or machine code is derived ata computer system associated with the second communication device,wherein the context information corresponds to a command related to thetext or machine code.

At 410, the text or machine code is stored in a storage medium fordeveloping performance metrics.

At 412, the signal is relayed to a destination derived from the contextinformation. The destination may be located outside of a radio rangeassociated with the second communication device or be otherwisephysically remote relative to the second communication device.

FIG. 5 is a flowchart illustrating process 500 for observing andrecording users of communication devices in accordance with oneembodiment of the present technology. In one embodiment, process 500 isa computer implemented method that is carried out by processors andelectrical components under the control of computer usable and computerexecutable instructions. The computer usable and computer executableinstructions reside, for example, in data storage features such ascomputer usable volatile and non-volatile memory. However, the computerusable and computer executable instructions may reside in any type ofcomputer usable storage medium. In one embodiment, process 500 isperformed by the components of FIG. 1A, 1B, 1C or 2. In one embodiment,the methods may reside in a computer usable storage medium havinginstructions embodied therein that when executed cause a computer systemto perform the method.

In one embodiment, process 500 is a management observation tool forkeeping track of mobile human resources and collecting data on theiractivities.

At 502, a first user associated with a first communication device and asecond user associated with a second communication device are recognizedat a central computer system.

At 504, geographic locations of the first communication device and thesecond communication device are tracked at the central computer system.In one embodiment, tracking means storing data about location and anyspoken information.

At 506, a communication between the first communication device and thesecond communication device are tracked and recorded at the centralcomputer system, wherein at least a portion of the communication is anaudible communication.

At 508, features of the communication are identified at the centralcomputer system. Features may be described as characteristics or dataregarding the communication itself. The features may be user status suchas engaged/available, location of a user, communication history of theuser, context of the communication, keywords used in the communication,a classification of the communication, and time stamps.

At 510, the features are made available to a manager, operations staffor operations machines for making decisions or informing the users thatnew actions are requested.

FIG. 6 is a flowchart illustrating process 600 for characterizingcommunications in a group of users in accordance with one embodiment ofthe present technology. In one embodiment, process 600 is a computerimplemented method that is carried out by processors and electricalcomponents under the control of computer usable and computer executableinstructions. The computer usable and computer executable instructionsreside, for example, in data storage features such as computer usablevolatile and non-volatile memory. However, the computer usable andcomputer executable instructions may reside in any type of computerusable storage medium. In one embodiment, process 600 is performed bythe components of FIG. 1A, 1B, 1C or 2. In one embodiment, the methodsmay reside in a computer usable storage medium having instructionsembodied therein that when executed cause a computer system to performthe method.

At 602, a group of users is recognized, at a computer system, whereineach user of the group of users are associated with communicationdevices. The group of users may be recognized based on a classificationof the user or a geographic location of the users. For example, aclassification of the users may be whether the user is an associate or acustomer in a retail setting.

At 604, a communication between the communication devices is recorded atthe computer system, wherein at least a portion of the communication isan audible communication. In one embodiment, at least a portion of thecommunication is a pre-recorded audible communication.

At 606, geographic locations of the communication devices are recordedat the computer system. The location may be determined based on signalsignatures or other “clues” from other devices sent periodically or withthe communication indicative of the location.

At 608, features are identified based upon the communication. Featuresmay be described as characteristic or data regarding the communicationitself. The features may be a user status such as engaged/available,location of a user, communication history of the user, context of thecommunication, a classification of the communication, a frequency ofcommunications between two users, a length of a communication, keywordsused in the communication, a response time to a communication and timestamps.

At 610, a visual representation of the features is generated at thecomputer system. The visual representation may depict when a user ofsaid group of users is engaged in said communication, when a user ofsaid group of users asks a question in said communication, who respondsto the question, where each user of said group of users are located, andwhere said group of users are not located. Alerts, either visual orverbal, may be generated depending on the rules and policies establishedby the system operators.

At 612, the visual representation is made available to a manager,operations staff or operations machines for making decisions orinforming the users that new actions are requested.

FIG. 7 is a flowchart illustrating process 700 for using structuredcommunication in a plurality of observation platforms in accordance withone embodiment of the present technology. Process 700 may also bedescribed as disciplining communications in an observation platform. Inone embodiment, process 700 is a computer implemented method that iscarried out by processors and electrical components under the control ofcomputer usable and computer executable instructions. The computerusable and computer executable instructions reside, for example, in datastorage features such as computer usable volatile and non-volatilememory. However, the computer usable and computer executableinstructions may reside in any type of computer usable storage medium.In one embodiment, process 700 is performed by the components of FIG.1A, 1B, 1C or 2. In one embodiment, the methods may reside in a computerusable storage medium having instructions embodied therein that whenexecuted cause a computer system to perform the method.

At 702, a signal in a first observation platform is received from afirst communication device at a second communication device associatedwith a computer system wherein a first characteristic of the signalcorresponds to an audible source and a second characteristic of thesignal corresponds to information indicative of a geographic position ofthe first communication device, and wherein the second observationplatform is associated with a radio range. Additional characteristics ofthe signal may include contextual information and environmentalinformation. For example, the audible source may be the voice of a user,the signal characteristics may include signal signature information andcontextual/environmental information may include user status (e.g.,engaged or on-break) and/or background noise levels.

At 704, a first user associated with the first communication device isrecognized at the computer system.

At 706, context information for the signal is derived at the computersystem associated with the second communication device. The contextinformation may be geographic information, data regarding length or timeof communication, or text of the communication. In one embodiment,speech to text recognition techniques are employed to covert an audiblecommunication to text. In one embodiment, the context information is acommand for the computer system to perform. In one embodiment, thesignal is encrypted or encoded uniquely with respect to the firstcommunication device. The context information may be a command to thecomputer system. For example the computer system may be commanded toaccess a database in response to a query.

At 708, the signal is relayed from the computer system to a secondcomputer system associated with a second observation platform via acomputer network

At 710, the signal is relayed to a destination in the second observationplatform via the second computer system derived from said contextinformation.

FIG. 8 is a flowchart illustrating process 800 for performing structuredcommunications in an observation platform in accordance with oneembodiment of the present technology. Process 800 may also be describedas disciplining communications in an observation platform. In oneembodiment, process 800 is a computer implemented method that is carriedout by processors and electrical components under the control ofcomputer usable and computer executable instructions. The computerusable and computer executable instructions reside, for example, in datastorage features such as computer usable volatile and non-volatilememory. However, the computer usable and computer executableinstructions may reside in any type of computer usable storage medium.In one embodiment, process 800 is performed by the components of FIG.1A, 1B, 1C or 2. In one embodiment, the methods may reside in a computerusable storage medium having instructions embodied therein that whenexecuted cause a computer system to perform the method.

At 802, a signal is received from a first communication device at asecond communication device associated with a computer system, whereinthe computer system is associated with an organization, wherein a firstcharacteristic of the signal corresponds to an audible source and asecond characteristic of the signal corresponds to informationindicative of a geographic position of the first communication device.Additional characteristics of the signal may include contextualinformation and environmental information. For example, the audiblesource may be the voice of a user, the signal characteristics mayinclude signal signature information and contextual or environmentalinformation may include user status (e.g., engaged or on-break) and/orbackground noise levels. The organization may be a retail environment, aschool, an event, a military organization, a prison organization,customer service, manufacturing organization, a factory, a disasterresponse team, or any environment where humans interact with one anotherto accomplish a purpose. The first communication device may be ahandheld device that is capable of sending and receiving signals and maycomprise a display, a microphone and a speaker. The first communicationdevice may be owned by the organization and issued to the user or may bethe user's personal property such as a smart phone executing anapplication. The second communication device may be a radio base stationas described herein.

At 804, a user is identified as associated with the first communicationdevice at the computer system. In one embodiment, 804 only identifiesthat there is a user employing the communication device. The actualidentity of the user may remain anonymous to the computer system or theuser may be identified. The user may be identified using one or acombination of several different techniques. The user may be identifiedvia a unique signature of the communication device associated with theuser. For example, the user's communication device may be a smart phonerunning an application. The smart phone may be the user's personalproperty and is always associated with the user. In one embodiment, theuser may be authenticated upon activation of the communication device orthe application. For example, a user may enter an environment, activatea communication device and then give user credentials that identify theuser. This may accomplished via voice commands or text inputs. In oneembodiment, the user credentials are associated with a user profile, butthe actual identity of the user remains anonymous. In one embodiment,the user may activate a communication device and self-identify.Identifying a user may be automatic taking place without the user'sknowledge, or may require the user to acknowledge or give permission forthe computer system to identify the user.

At 806, the audible source of the signal is converted to text or machineunderstandable language at the computer system. This may occur usingspeech-to-text techniques or other techniques employed by computersystems.

At 808, a query related to the organization is derived based on the textor understanding at the computer system. The query may be any number ofqueries from the user. The user may ask for general assistance or mayask a more specific question such as whether an item is in stock, wherean item is located, what sales are taking place, technical details orfeatures regarding an item.

At 810, a response to the query is compiled at the computer system,wherein the response represents the organization. For example, theresponse relates to the purpose of the organization. In one embodiment,the response is regarding a location or status of a person or an itemwithin the organization. The computer system may access a database tocomplete the response. The database maybe a local database such as aninventory of a local store, or may access a database in part of a largernetwork associated with the organization, or may access a databaseassociated with the Internet. In one embodiment, the computer systemperforms a key word search of the Internet using a search engine tocomplete the response.

At 812, the response is sent to the first communication device, whereinthe response is audible at the first communication device. In oneembodiment, the response is initially a text response that is convertedfrom text to speech. The conversion may occur at the computer systemsuch that a signal with an audible portion is sent to the firstcommunication device, or a text message may be sent to the firstcommunication device where it is converted to speech. The response maybe recorded by the organization in a computer system and may also besent to a person associated with the organization such as a manager orassociated. Thus, a person associated with the business may monitor theresponses of the computer system and may be aware of the needs orrequirements of the user associated with the first communication device.

At 814, a prior user history of the user is associated with the firstcommunication device. The user history may be a user profile that may ormay not identify the user. The history may have a list of all thetransactions of this user associated with the organization. The historymay also comprise information provided by the user such as likes anddislikes or preferences regarding which person the user wishes to beserved by while in the organization.

At 816, the signal and the response are relayed to a third communicationdevice associated with a person representing the organization. Theperson associated with the organization may be a consultant, anemployee, an associate, a sales associate, a civil servant, a volunteeror a manager. The third communication device may be a handheld deviceand may or may not be the same type of device as the first communicationdevice.

At 818, a second response is received at the second communication devicefrom the third communication device. For example, the personrepresenting the organization may respond using a signal that may havean audible voice portion a text portion or both.

At 820, the second response is relayed to the first communicationdevice. The computer system may initiate a virtual voice connectionbetween the first communication device and the second communicationdevice.

FIG. 9 is a flowchart illustrating process 900 for performing structuredcommunications in an observation platform in accordance with oneembodiment of the present technology. Process 900 may also be describedas disciplining communications in an observation platform. In oneembodiment, process 900 is a computer implemented method that is carriedout by processors and electrical components under the control ofcomputer usable and computer executable instructions. The computerusable and computer executable instructions reside, for example, in datastorage features such as computer usable volatile and non-volatilememory. However, the computer usable and computer executableinstructions may reside in any type of computer usable storage medium.In one embodiment, process 900 is performed by the components of FIG.1A, 1B, 1C or 2. In one embodiment, the methods may reside in a computerusable storage medium having instructions embodied therein that whenexecuted cause a computer system to perform the method.

At 902, a signal is received from a first communication device at asecond communication device associated with a computer system, whereinthe computer system is associated with an organization, wherein a firstcharacteristic of the signal corresponds to an audible source and asecond characteristic of the signal corresponds to informationindicative of a geographic position of the first communication device.Additional characteristics of the signal may include contextualinformation and environmental information. For example, the audiblesource may the voice of a user, the signal characteristics may includesignal signature information and contextual or environmental informationmay include user status (e.g., engaged or on-break) and/or backgroundnoise levels. The organization may be a retail environment, a school, anevent, a military organization, a prison organization, customer service,manufacturing organization, a factory, a disaster response team, or anyenvironment where humans interact with one another to accomplish apurpose. The first communication device may be a handheld device that iscapable of sending and receiving signals and may comprise a display, amicrophone and a speaker. The first communication device may be owned bythe organization and issued to the user or may be the user's personalproperty such as a smart phone executing an application. The secondcommunication device may be a radio base station as described herein.

At 904, a user is identified as associated with the first communicationdevice at the computer system. The actual identity of the user mayremain anonymous to the computer system or the user may be identified.The user may be identified using one or a combination of severaldifferent techniques.

At 906, a query is derived from the signal of the first device relatedto the organization, at the computer system. The query may be any numberof queries from the user. The user may ask for general assistance or mayask a more specific question such as whether an item is in stock, wherean item is located, what sales are taking place, technical details orfeatures regarding an item or requesting general assistance.

At 908, a person representing the organization is determined to respondto the query, wherein the determining is based on a factor related tothe person representing the organization. The factor may also bedescribed as a characteristic. The factor may be related to the queryfrom the user. For example, the user may ask a question regarding anitem in a given department. The determining may be based on who isassociated with the given department. The factor may also be based onthe status of the person, the availability of the person, the proximityof the person to the user, geographic location of the person, knowledgelevel of the person, authority level of the person, ability of theperson, or a combination of factors. The determining may determine thata plurality of persons qualify to respond. The signal may then beforwarded to one of the plurality, a subset of the plurality, or all ofthe plurality of persons.

At 910, the signal is forwarded to a third communication deviceassociated with the person representing the organization.

At 912, a determination that no response has been received at the secondcommunication device from the third communication device is made. 912may occur after 910 in an embodiment where 916 and 918 do not occur.However, 912, 914, 916 and 918 may all occur in one embodiment. Suchdetermination may occur after a pre-determined time period has passedwith no response from the third communication device. Such adetermination may or may not preclude the third communications devicefrom later responding.

At 914, the signal is forwarded to a fourth communication deviceassociated with the person representing the organization. 912 and 914may be repeated forwarding the signal to additional communicationdevices until it is determined that a person representing theorganization has responded via a communication device. Alternatively,910 and 914 may forward the signal to a plurality of communicationdevices associated with a plurality of persons representing theorganization. Once any one of the plurality of persons responds, theperson and the user may be placed into a communications channel viatheir communications devices. The communications channel may be privatein the sense that the other members of the plurality of personsrepresenting the organization do not hear subsequent communications overthe communications channel. This may be accomplished via the computersystem associated with the second communications device. The subsequentcommunications may all be relayed or forwarded between the user and theperson representing the organization via the second communication deviceand the associated computer system. In one embodiment, the communicationchannel is open to all members of the plurality of persons representingthe organization. In one embodiment, the communication channel is opento a subset group of the plurality of persons representing theorganization. For example, the subset group may be only persons who aredetermined by the computer system to have knowledge regarding the querymade by the user or may only be persons who are determined to beavailable, or persons who have interest in learning more about thesubject, or some combination of these characteristics.

By forwarding the signal to a fourth communication device or a pluralityof other devices, the circle or group of those required or enlisted tohelp the user is enlarged. In other words, the user may send acommunication or query indicating that the user is in need ofassistance. The computer system determines a first person is to assistthe user, but if the first person doesn't respond, the computer systemthen determines a second person or a plurality of persons to assist theuser. Thus the group of those responding to the assistance needincreases. In one embodiment, the initial communication from the firstuser may go to a designated plurality and the first person to respondbecomes established in a private one-on-one conversation with the first(originating) user.

At 916, a response is received from the third communication device atthe computer system. 916 may occur after 910 in an embodiment where 912and 914 do not occur.

At 918, the response is forwarded to the first communication device. 918may occur after 916 in an embodiment where 912 and 914 do not occur.Process 900 may initiate a virtual voice connection between twocommunication devices where the communication is relayed or forwardedvia the computer system and the second communication device. Thus thecomputer system and the second communication device may be described asmediating the communications.

FIG. 10 is a flowchart illustrating process 1000 for performingstructured communications in an observation platform in accordance withone embodiment of the present technology. Process 1000 may also bedescribed as disciplining communications in an observation platform. Inone embodiment, process 1000 is a computer implemented method that iscarried out by processors and electrical components under the control ofcomputer usable and computer executable instructions. The computerusable and computer executable instructions reside, for example, in datastorage features such as computer usable volatile and non-volatilememory. However, the computer usable and computer executableinstructions may reside in any type of computer usable storage medium.In one embodiment, process 1000 is performed by the components of FIG.1A, 1B, 1C or 2. In one embodiment, the methods may reside in a computerusable storage medium having instructions embodied therein that whenexecuted cause a computer system to perform the method.

At 1002, a signal is received from a first communication device at asecond communication device associated with a computer system, whereinthe computer system is associated with an organization, wherein a firstcharacteristic of the signal corresponds to an audible source and asecond characteristic of the signal corresponds to informationindicative of a geographic position of the first communication device.Additional characteristics of the signal may include contextualinformation and environmental information. For example, the audiblesource may the voice of a user, the signal characteristics may includesignal signature information and contextual or environmental informationmay include user status (e.g., engaged or on-break) and/or backgroundnoise levels. The organization may be a retail environment, a school, anevent, a military organization, a prison organization, customer service,manufacturing organization, a factory, a disaster response team, or anyenvironment where humans interact with one another to accomplish apurpose. The first communication device may be a handheld device that iscapable of sending and receiving signals and may comprise a display, amicrophone and a speaker. The first communication device may be owned bythe organization and issued to the user or may be the user's personalproperty such as a smart phone executing an application. The secondcommunication device may be a radio base station as described herein.

At 1004, a user is identified as associated with the first communicationdevice at the computer system. The actual identity of the user mayremain anonymous to the computer system or the user may be identified.The user may be identified using one or a combination of severaldifferent techniques.

At 1006, a query is derived from the signal related to the organization,at the computer system. The query may be any number of queries from theuser. The user may ask for general assistance or may ask a more specificquestion such as whether an item is in stock, where an item is located,what sales are taking place, technical details or features regarding anitem.

At 1008, a plurality of persons representing the organization aredetermined to respond to the query, wherein the determining is based ona factor related to the plurality of persons representing theorganization.

At 1010, the signal is forwarded to a plurality of communication devicesassociated with the plurality of persons representing the organization.Such a series of communications may be described as a one-to-manycommunication. The “many” group may be default or predefined group suchas all those associated with a given department or all those who areassociated with a given area of expertise. Groups may also be createdbased on names, locations, availability or status.

At 1012, a response is received from a communication device associatedwith one of the plurality of persons representing the organization atthe second communication device.

At 1014, the response is forwarded from the second communication deviceto the first communication device. Thus the communication may go from aone-to-many to a one-to-one communication.

At 1016, a communication channel is opened between the firstcommunication device and the communication device associated with one ofthe plurality of persons. In other words, the communication from thefirst (originating) user is sent to multiple persons. The first personto respond enters into a communication channel between the firstcommunication device and the communication device associated the person.Others who respond within a pre-determined timeframe are also includedin the “channel.” The communication channel may be mediated by thecomputer system and once all users have entered, may not be overheard bythe other persons from the plurality of persons. The usefulness of thisstructure is that it allows ad-hoc group construction by simplyannouncing the intent of the group, and only those responding are tiedinto the private group “channel”.

In one embodiment, the communication may go from a one-to-many to aone-to-few communication. The persons in the few of the one-to-fewcommunication may be a subset of the many persons from the one-to-many.For example, the initial communication may be sent to all those personsholding communication devices. The computer system may then open acommunication channel between the first person to respond where thechannel is also opened to others person representing the store who areassociated with a specific role or department. Thus only one person maybe actively communicating with the user, but other persons may hear thecommunications and may join at any time. Thus the communication may notdisrupt those who are otherwise not interested.

FIG. 11 is a flowchart illustrating process 1100 for sendingnotifications in an observation platform in accordance with oneembodiment of the present technology. Process 1100 may also be describedas disciplining communications in an observation platform. In oneembodiment, process 1100 is a computer implemented method that iscarried out by processors and electrical components under the control ofcomputer usable and computer executable instructions. The computerusable and computer executable instructions reside, for example, in datastorage features such as computer usable volatile and non-volatilememory. However, the computer usable and computer executableinstructions may reside in any type of computer usable storage medium.In one embodiment, process 1100 is performed by the components of FIG.1A, 1B, 1C or 2. In one embodiment, the methods may reside in a computerusable storage medium having instructions embodied therein that whenexecuted cause a computer system to perform the method.

At 1102, a signal is received from a first communication device at asecond communication device associated with a computer system, whereinthe computer system is associated with an organization, wherein a firstcharacteristic of the signal corresponds to information indicative of ageographic position of the first communication device. The organizationmay be a retail environment, a school, an event, a militaryorganization, a prison organization, customer service, manufacturingorganization, a factory, a disaster response team, or any environmentwhere humans interact with one another to accomplish a purpose. Thefirst communication device may be a handheld device that is capable ofsending and receiving signals and may comprise a display, a microphoneand a speaker. The first communication device may be owned by theorganization and issued to the user or may be the user's personalproperty such as a smart phone executing an application. The secondcommunication device may be a radio base station as described herein.

At 1104, a user is identified as associated with the first communicationdevice at the computer system. The actual identity of the user mayremain anonymous to the computer system or the user may be identified.The user may be identified using one or a combination of severaldifferent techniques.

At 1106, a history of activities of the user associated with theorganization is accessed. The history of activities may be a userhistory or user profile that may or may not identify the user. Thehistory may have a list of all the transactions of this user associatedwith the organization. The history may also comprise informationprovided by the user such as likes and dislikes or preferences regardingwhich person the user wishes to be served by while in the organization.The computer may attempt to find the preferential associate(s) andnotify them that the shopper is in the store and where they are located.The associates contacted may hear prior conversations with that shopperto refresh their memory and aid in making the shopper experienceseamless.

At 1108, a geographic location of the first communication device in theorganization is derived at the computer system. For example, thecomputer system may determine that the user is on a given aisle such asthe cereal aisle in a grocery store or in a zone that may correlate to adepartment such as the lumber department in a hardware store.

At 1110, a notification is sent to the first communication devicewherein the notification is based on the history of activity and thegeographic location of the first communication device. For example, thenotification may alert the user of a coupon or special on a given itemin the organization that is for sale. The coupon or special may be foran item that the user previously purchased which knowledge was obtainedby the computer system based on the history of user activity. Thenotification maybe any number of notifications including a text messageor an audible message and the notification may be accompanied by analert such as a vibration or an audible sound. The history of activitymay be utilized to automatically connect communications from the user toa person with whom the user has prior interactions.

At 1112, at least a portion of the history of activities is delivered tothe first communication device. Such information may be used the user todetermine what items the user previously purchased. For example, theuser may wish to purchase the same item again but does not remember theexact details of the item or the user may wish to avoid purchasing thesame item. The user may also use the information to identify a personrepresenting the organization with whom the user wishes to interact withagain. For example, the user may have had a pleasant experience with agiven sales associate and know that sales associate can meet the user'sneeds. In one embodiment, step 1112 is not performed as part of process1100.

Process 1100 may be used in conjunction with a loyalty program involvinglotteries or coupons that may be in existence before the communicationsplatform is implemented in the organization or may be created based onthe communications platform or a combination of the two.

FIG. 12 is a flowchart illustrating process 1200 for performingstructured communications in an observation platform in accordance withone embodiment of the present technology. Process 1200 may also bedescribed as disciplining communications in an observation platform. Inone embodiment, process 1200 is a computer implemented method that iscarried out by processors and electrical components under the control ofcomputer usable and computer executable instructions. The computerusable and computer executable instructions reside, for example, in datastorage features such as computer usable volatile and non-volatilememory. However, the computer usable and computer executableinstructions may reside in any type of computer usable storage medium.In one embodiment, process 1200 is performed by the components of FIG.1A, 1B, 1C or 2. In one embodiment, the methods may reside in a computerusable storage medium having instructions embodied therein that whenexecuted cause a computer system to perform the method.

At 1202, a signal is received from a first communication device at asecond communication device associated with a computer system, whereinthe signal comprises a mandatory message for a third communicationdevice. For example, the mandatory message may be a message that isrequired to be delivered to each employ associated with an organizationand an acknowledgement received and recorded. The requirement may be alegal requirement to notify employees of certain information or may berequirement implemented by the organization. The mandatory message maybe delivered as an audible message or a text message. The mandatorymessage may also direct a user to a location where more information maybe found.

At 1204, the signal is forwarded with the mandatory message to the thirdcommunication device associated with a user such that a receipt of themandatory message at the third communication device will lock featuresof the third communication device until the mandatory message has beenacknowledged by the user. For example, the third communication devicemay be a handheld device and may have features such as the ability tocommunicate with other devices or the ability to connect to otherdevices such as a computer system and may be used to access informationfrom a database. Upon receipt of the mandatory message, some or all ofthe features of the communication device may be locked meaning that theuser not able to access the features. For example, upon receipt of themandatory message the communication device may lock or disable theability to communicate with other devices.

At 1206, an acknowledgement of the mandatory message is received fromthe third communication device at the second communication device. Theacknowledgement may be generated manually by the user of the thirdcommunication device or may be automatically generated. For example,upon receipt of the mandatory message, the third communication devicemay display an option to access the mandatory message. Once the useraccesses the message, the acknowledgement may be sent automatically, oran option may be presented to the user to send the message. In oneembodiment, the user is required to create an acknowledgement message tosend back. The acknowledgement message may be a text or audible messagecreated by the user.

At 1208, the acknowledgement of the mandatory message is forwarded fromthe second communication device to the first communication device. Inone embodiment, the locked features of the third communication devicemay be unlocked in response to the user accessing the mandatory message.In one embodiment, the locked features of the third communication devicemay be unlocked in response the computer system receiving theacknowledgement. In one embodiment, the locked features of the thirdcommunication device may be unlocked in response to the user of thefirst communication device receiving the acknowledgement.

At 1210, the signal with the mandatory message is forwarded to aplurality of communication devices associated with a plurality of userssuch that a receipt of the mandatory message at each of the plurality ofcommunication devices will lock features of each of the plurality ofcommunication devices until the mandatory message has been acknowledgedby each of the plurality of users.

At 1212, a characteristic of the forwarding the signal with themandatory message is tracked. In one embodiment, the system tracks thetime the message was sent, when it was heard by the user, and when andwhere the user was located when they acknowledged. Associated with thestatistical information is a speech file of what the user said. Thisfeature is ideal for communicating policy or liability information andassuring that that information was received and understood. It should beappreciated that there is more than one type or class of mandatorymessages. Each type or class may have different requirements for thedelivery and/or acknowledgement.

FIG. 13 is a flowchart illustrating process 1300 for structured trainingin an observation platform in accordance with one embodiment of thepresent technology. Process 1300 may also be described as discipliningcommunications in an observation platform. In one embodiment, process1300 is a computer implemented method that is carried out by processorsand electrical components under the control of computer usable andcomputer executable instructions. The computer usable and computerexecutable instructions reside, for example, in data storage featuressuch as computer usable volatile and non-volatile memory. However, thecomputer usable and computer executable instructions may reside in anytype of computer usable storage medium. In one embodiment, process 1300is performed by the components of FIG. 1A, 1B, 1C or 2. In oneembodiment, the methods may reside in a computer usable storage mediumhaving instructions embodied therein that when executed cause a computersystem to perform the method.

At 1302, a signal is received from a first communication device at asecond communication device associated with a computer system, wherein afirst characteristic of the signal corresponds to supplementalinformation useful for the instruction and the training. Additionalcharacteristics of the signal may include information indicative ageographic location of the first communication device, a characteristiccorresponding to an audible or sub-audible source, contextualinformation and environmental information. For example, the audiblesource may be the voice of a user, the signal characteristics mayinclude signal signature information and contextual or environmentalinformation may include user status (e.g., engaged or on-break) and/orbackground noise levels. The supplemental information may be useful forestablishing and running a process for delivering information, alerts,instruction or a training module to an individual or group ofindividuals. The supplemental information may include informationrelated to a location determination, environmental surroundingsincluding audio and sub-audible information, user habits, useridentification, button presses, or other external influences of thesystem.

The first communication device may be a handheld device that is capableof sending and receiving signals and may comprise a display, amicrophone and a speaker. The first communication device may be owned byan organization and issued to the user or may be the user's personalproperty such as a smart phone executing an application. The secondcommunication device may be a radio base station as described herein maybe a second handheld device.

At 1304, a user associated with the first communication device isidentified at the computer system. The user may be identified as anemployee, manager, or other person associated with an organizationemploying the observation platform. The user may be identified by theuser's name, a username, an employee number, etc. The identity of theuser may be employed to select an appropriate training module in that issent at step 1308. For example, there may be a list of training modulesthat the user is required to complete. The computer system may be tiedto a database that tracks which training modules have been completed bythe user and thus the computer system may send a training module to theuser that has not yet been completed.

At 1306, a status of the user is determined wherein the status comprisesa readiness of the user, at the computer system, based on thesupplemental information and information sent from the firstcommunication device to the second communication device. For example,the user may indicate to the computer system the status of the user. Theuser may indicate that she is available for training, or may indicatethat she is engaged, unavailable, or busy and should not receive atraining module. The user may manually indicate this status by pressingbuttons on the first communication device or by issuing voice commandsto the device. The computer system may also infer or determine that auser is busy based on the communication signals sent by thecommunication device associated with the user. For example, if the useris communicating with another device then the computer system may inferthat the user is busy and not available for training. In one embodiment,the user may schedule a time for training. For example, the user mayschedule training at the beginning

The geographic location of the user or the first communication devicemay be employed to determine which training module is to be sent to thedevice. For example, the user may be an associate in a retail settingwith multiple departments. The associate may be required to completetraining modules associated with each of the departments. The computersystem may determine that the associate is available for training andthat the associated is located in the lumber department. The computersystem may then determine that the training module for the lumberdepartment should be sent to the first communication device. Moreover,the location of the user may indicate the user's availability fortraining. For example, if an employee is located in a break room then itmay be automatically determined that the employee is available fortraining.

At 1308, instructional information is sent to the first communicationdevice in response to a determination that the status of the userindicates a likelihood of readiness to receive the instructionalinformation, wherein the instructional information is for use by theuser in conjunction with the first communication device. Theinstructional information may be a training module or data on how a usermay obtain a training module. A training module may be instructionalinformation designed to teach or train the user. The instructions may berelated to the use and features of the first communication device in theobservation platform. The instructions may also be related to the user'seducation of information related to an organization employing theobservation platform. For example, the organization may be a retailsetting and the user is a sales associate. The training module may thenbe related to the policies and procedures of the retail setting orinformation regarding the products being sold. The training module maycomprise content that is audio, video, graphical, textual, or anycombination thereof. The content may be displayed or played using thefirst communication device. For example, the audio may be played intoheadphones connected to the first communication device worn by the user.Textual and other visual data may be displayed on a screen of the firstcommunication device.

The training module may be streamed to the user. In other words, thefirst communication device may not receive all of the content in onedownload or transmission. The first communication device may receive astream of data and display or play the stream of data as it is receivedwithout saving the data into storage at the device. In such an examplethe user may have the ability to pause or suspend the training. In oneembodiment, the user may be available and begin a training module butmay become engaged or unavailable part way through completing thetraining module. The user may indicate this status to the computersystem and then resume the training module at a time when the user isavailable again. The computer system may store the partial completion ofthe training module and where the user left of in the stream. Thetraining module need not be streamed to the communication device and mayinstead be downloaded to the communication device from the computersystem or another data base. Alternatively, the communication device maybe pre-loaded with training modules before it is employed by the user.The pre-loading or downloading may be accomplished via well knowntechniques for transferring data between two networked electronicdevices.

The training module may be described as an instructional audio stream,or audio “infomercials,” so that associates, supervisors managers orother users can learn more about products, culture or brand identity.This training information can be distributed based on priority and userlocation. For example a non-urgent product snippet might only play whenan employee enters the break room or the stock room. A priority messagemight play whenever the employee is not “engaged” with a shopper.Another way training “podcasts” can be heard is by the employeerequesting a training stream via speech command. In this case, theemployee can hear the stream in the background while going about herbusiness and can suspend the training any time by pressing the “engaged”button.

The use of the training module may be described as a virtual trainingroom where detailed information can be delivered upon command. A buttonaction such as engaged/interrupt would suspend training if shoppers needassistance or a task needs concentration. Users could call up newinformation or continue where they left off with older information. TheTraining Room could also be a repository for manufacturer or brandedinformation. The retailer or a third party could sell space in thetraining room to the manufacturers for increasing brand awareness andknowledge. Analytics or tracking may indicate what was heard, when,where and by whom. Recommendations for learning could be associated withwhere associates spend their time, the context of communications or thegroups they are associated with. Contextual and location information isused to share relevant information with associates at the right time andplace. The information or modules may be prioritized so that the modulescan play during the best times for the associates to hear it such aswhen they arrive or go on break. In another example, product trainingcan be delivered to non-engaged associated in the vicinity of products,motivational information can be scheduled for delivery at certain timesof day, new feature introductions can be delivered upon deviceauthentication, management information can be delivered to managementgroups, communication usage tips can be delivered as employees enter thebreak room. Another example is that the retailer could sell ear space tomanufacturers with higher value depending on the priority with which itis delivered to the associates.

At 1310, the computer system tracking a use of the instructionalinformation in conjunction with the first communication device. Thecomputer system may be capable of tracking which users have completedtraining modules including the time and place the training modules werecompleted. Such information could be used by management in a retailsetting to determine which users are completing required training.Additionally, managers may use information to determine if the trainingmodules are being used in the intended manner. For example, an employeemay always complete training modules in the same location and not in thelocation they were intended to be completed in. Thus, observationalmetrics will show who hears what, where and when

FIG. 14 is a flowchart illustrating process 1400 for monitoringcommunications in an observation platform in accordance with oneembodiment of the present technology. Process 1400 may also be describedas disciplining communications in an observation platform. In oneembodiment, process 1400 is a computer implemented method that iscarried out by processors and electrical components under the control ofcomputer usable and computer executable instructions. The computerusable and computer executable instructions reside, for example, in datastorage features such as computer usable volatile and non-volatilememory. However, the computer usable and computer executableinstructions may reside in any type of computer usable storage medium.In one embodiment, process 1400 is performed by the components of FIG.1A, 1B, 1C or 2. In one embodiment, the methods may reside in a computerusable storage medium having instructions embodied therein that whenexecuted cause a computer system to perform the method.

At 1402, at least one signal of a plurality of communication signals ismonitored via a computer system between a first communication device anda second communication device wherein a first characteristic of the atleast one signal corresponds to an audible source and a secondcharacteristic of the at least one signal corresponds to informationindicative of a geographic position of the first communication device.Additional characteristics of the signal may include contextualinformation and environmental information. For example, the audiblesource may be the voice of a user, the signal characteristics mayinclude signal signature information and contextual or environmentalinformation may include user status (e.g., engaged or on-break) and/orbackground noise levels. The first communication device may be ahandheld device that is capable of sending and receiving signals and maycomprise a display, a microphone and a speaker. The first communicationdevice may be owned by an organization and issued to the user or may bethe user's personal property such as a smart phone executing anapplication. The second communication device may be a radio base stationas described herein may be a second handheld device.

The monitoring may be repeated or may occur simultaneously for aplurality of communication signals. Such signals may be from a pluralityof communication devices. For example, the first communication devicemay communicate with a plurality of other devices, or other devices notincluding the first communication device may all be communicating amultiple number of times within the observation platform. Process 1400may occur for a single signal or a plurality of signals.

At 1404, a determination is made that a user associated with the firstcommunication device is experiencing an issue with a feature of thefirst communication device. An issue may be defined to be any number ofdifficulties, errors, malfunctions, or other problems experienced by theuser who is using the first communication device. In one embodiment, theuser may not know how to properly use the device or all of its features.For example, the user may not know how to send a message, how to receivea message, how to send acknowledgements, how to change the volume, howto indicate a status of the user, etc. The user may or may not know thatthey are experiencing such an issue.

In one embodiment, the user may be under-utilizing the device by notusing all of the available features. For example, the user may not knowthat they are able to ask for assistance via the device, or may not knowwhat type of assistance that they may request. The computer system maydetermine that a user is in need of assistance based on a geographiclocation or a pattern of geographic locations of the user within asetting. The computer system may then determine that the user isunder-utilizing the device to ask for assistance.

In one embodiment, the computer may determine that the user isre-issuing the same commands to the device and determine that the resultdesired by the user has not been achieved. The computer system may thendetermine that a training module may assist the user in learning whichalternative commands may be issued to achieve the results desired by theuser. For example, the training module may teach the user specificphrases that may be used to achieve desired results. The training modulemay inform the user regarding the communications phrases described inprocess 300 herein. In other words, if the observation platform monitorsa user having difficulty with a command or function, it canautomatically send a short audio script to the user with correctiveactions.

In one embodiment, the computer system determines or anticipates thatthe user is in need of tech support. The anticipation may be based oncommands issued to the device by the user, a geographic location of theuser, speech to text conversion of audible portions of the signal withan algorithm searching for key phrases in the text, or any combinationthereof. The tech support may be offered in the form of a trainingmodule or live audible support via the first communication device incontact with a tech support representative. The tech supportrepresentative may be associated with the organization employing theobservation platform or may be a third party.

At 1406, an invitation for a training module is sent from the computersystem to the first communication device, wherein the training module isfor use by the user in conjunction with the first communication device.The invitation to the device may be audible, textual, visual, or acombination thereof. The invitation may offer more than one trainingmodule options to the user. The user may then select the most relevantoption. Live tech support may also be offered to the user. The trainingmodules may instruct the user in how to use the communication device.The training modules may be similar to the training modules described inprocess 1300.

At 1408, the training module is sent to the first communication devicein response to receiving an acceptance of the invitation. For example,the user may audible accept an invitation using key phrases. The keyphrases may be one of a list of key phrases that the computer systemwill recognize or may be given to the user with invitation. In oneembodiment, the user presses a button on the first communication deviceto accept the invitation.

Process 1400 demonstrates how to use the observation platform to monitorhow users behave using the platform. The result of such monitoring canreduce field support costs and can even anticipate problems before theuser tries to make contact for support. User behavior monitoringimproves the product and software continuously and those improvementsmay then be shared with other observation platform users outside of theorganization which initially captured the user behavior. Theseimprovements may be offered as a service by those supplying theobservation platform to various organizations.

FIG. 15 is a flowchart illustrating process 1500 for mining data in anobservation platform in accordance with one embodiment of the presenttechnology. Process 1500 may also be described as discipliningcommunications in an observation platform. In one embodiment, process1500 is a computer implemented method that is carried out by processorsand electrical components under the control of computer usable andcomputer executable instructions. The computer usable and computerexecutable instructions reside, for example, in data storage featuressuch as computer usable volatile and non-volatile memory. However, thecomputer usable and computer executable instructions may reside in anytype of computer usable storage medium. In one embodiment, process 1500is performed by the components of FIG. 1A, 1B, 1C or 2. In oneembodiment, the methods may reside in a computer usable storage mediumhaving instructions embodied therein that when executed cause a computersystem to perform the method.

At 1502, at least one signal of a plurality of communication signals ismonitored via a computer system between a first communication device anda second communication device wherein a first characteristic of the atleast one signal corresponds to an audible source and a secondcharacteristic of the at least one signal corresponds to informationindicative of a geographic position of the first communication device.Additional characteristics of the signal may include contextualinformation and environmental information. For example, the audiblesource may be the voice of a user, the signal characteristics mayinclude signal signature information and contextual or environmentalinformation may include user status (e.g., engaged or on-break) and/orbackground noise levels. The first communication device may be ahandheld device that is capable of sending and receiving signals and maycomprise a display, a microphone and a speaker. The first communicationdevice may be owned by an organization and issued to the user or may bethe user's personal property such as a smart phone executing anapplication. The second communication device may be a radio base stationas described herein may be a second handheld device.

The monitoring may be repeated or may occur simultaneously for aplurality of communication signals. Such signals may be from a pluralityof communication devices. For example, the first communication devicemay communicate with a plurality of other devices, or other devices notincluding the first communication device may all be communicating amultiple number of times within the observation platform. Process 1400may occur for a single signal or a plurality of signals.

At 1504, classifications for data associated with the at least onesignal are identified. The classifications may or may not be related tofeatures or portions of the signal that are not the communicationitself. In other words, the communication itself may be an audible ortext message from one user to the other, but the communication alsocarries secondary data such as the time the communication was sent, orthe location of the device when the communication was sent, etc.

In one embodiment, the classifications are related to the non-messageportion of the communication and may comprise the time the message wassent, who sent the message, the length of the message, who the messagewas sent to, the type of data in the message (i.e. audible, textual,etc.),

At 1506, the data and the classifications for the data are stored in adatabase. The data base may be part of the computer system or may bestored in another location accessible by the computer system. In oneembodiment the data base is a MySQL data base.

At 1508, a request is received, at the computer system, for a reportbased on the plurality of communication signals. The request maycomprise an inquiry or a request for a certain type of report. Forexample, the request may ask for the number of communications in theobservation platform for a given period of time for all devices withinthe platform. Or the request may be for all instances of communicationsfrom one user including the time, length, and to whom the communicationwas sent. Or the request may be for all communications between twousers. Or the request may be for a geographic location of a user duringcommunications from the user. Any number of requests may be made for areport based on the message and non-message portions of thecommunications. Alternatively, the request may be sent to a hardwaredevice associated with the observation platform other than the computersystem that has access to the database.

At 1510, the report is generated based the data and the classifications.The report may comprise the message portion of the communication or onlynon-message data related to the communication that is generated based onthe classifications. The report can be generated to show the frequencyof communications from a user, or the frequency from one user to asecond user. Movements of a user or a group of users may be inferredbased on the location of the users during the communications. Suchreports may be useful to make inferences about user behavior. Forexample, in a retail setting a manager may use the reports to infer thatan associate is located in an appropriate zone of the retail setting ina give time frame and quickly responds to requests for assistance fromcustomers. Alternatively, a manager may infer that two given associatescommunicate too frequently with one another and during times that theyshould not be communicating. It should be appreciated that the varietyof reports that may be generated may be useful for a great number ofpurposes. In one embodiment, the reports are generated automatically inresponse to parameters established within the observation platform. Forexample, a computer system may be commanded to automatically produce adaily report for all communication associated with a given user. Thereport may be generated at the computer system and may be displayed atthe computer system and may be sent to another device.

FIG. 16 is a flowchart illustrating process 1600 for mining data in anobservation platform in accordance with one embodiment of the presenttechnology. Process 1600 may also be described as discipliningcommunications in an observation platform. In one embodiment, process1600 is a computer implemented method that is carried out by processorsand electrical components under the control of computer usable andcomputer executable instructions. The computer usable and computerexecutable instructions reside, for example, in data storage featuressuch as computer usable volatile and non-volatile memory. However, thecomputer usable and computer executable instructions may reside in anytype of computer usable storage medium. In one embodiment, process 1600is performed by the components of FIG. 1A, 1B, 1C or 2. In oneembodiment, the methods may reside in a computer usable storage mediumhaving instructions embodied therein that when executed cause a computersystem to perform the method.

At 1602, at least one signal of a plurality of communication signals ismonitored via a computer system between a first communication device anda second communication device wherein a first characteristic of the atleast one signal corresponds to an audible source and a secondcharacteristic of the at least one signal corresponds to informationindicative of a geographic position of the first communication device.Additional characteristics of the signal may include contextualinformation and environmental information. For example, the audiblesource may be the voice of a user, the signal characteristics mayinclude signal signature information and contextual or environmentalinformation may include user status (e.g., engaged or on-break) and/orbackground noise levels. The first communication device may be ahandheld device that is capable of sending and receiving signals and maycomprise a display, a microphone and a speaker. The first communicationdevice may be owned by an organization and issued to the user or may bethe user's personal property such as a smart phone executing anapplication. The second communication device may be a radio base stationas described herein may be a second handheld device.

The monitoring may be repeated or may occur simultaneously for aplurality of communication signals. Such signals may be from a pluralityof communication devices. For example, the first communication devicemay communicate with a plurality of other devices, or other devices notincluding the first communication device may all be communicating amultiple number of times within the observation platform. Process 1400may occur for a single signal or a plurality of signals.

At 1604, the audible source of the at least one signal is converted totext. Well known techniques may be employed for such a conversion. Theaudible portion of the signal may be described as the message portion ofthe signal.

At 1606, the text is stored in a database. The data base may be part ofthe computer system or may be stored in another location accessible bythe computer system. In one embodiment the data base is a MySQL database.

At 1608, a request is received, at the computer system, for a reportbased on the plurality of communication signals. For example, a managerin a retail setting may request reports regarding communications ofassociates in the retail setting. The request may be for allcommunications involving a particular user. Or a request may be for allcommunications involving key phrases. For example, algorithms may beused to mine the text for the key phrase. A key phrase may be “lumber”and all communications involving the phrase “lumber” would then beincluded in the report. Automatic reports may be generated based onparameters established within the observation platform. Alternatively,the request may be sent to a hardware device associated with theobservation platform other than the computer system that has access tothe database.

At 1610, the report is generated based on the text. The report may begenerated at the computer system and may be displayed at the computersystem and may be sent to another device.

It should be appreciated that processes 300, 400, 500, 600, 700, 800,900, 1000, 1100, 1200, 1300, 1400, 1500 and 1600 need not carry out eachof the described steps to complete its operation. Nor do the steps needto be carried out in the order described. It should be appreciated thatprocesses 300, 400, 500, 600, 700, 800, 900, 1000, 1100, 1200, 1300,1400, 1500 and 1600, or portions thereof, may be combined with oneanother using any number of combination. For example, the response fromthe computer system in process 800 may take place in 900, 1000, 1100 and1200.

FIGS. 17 and 18 are flowcharts illustrating processes 1700 and 1800 formediating data in an observation platform in accordance with oneembodiment of the present technology. Processes 1700 and 1800 may alsobe described as disciplining communications in an observation platform.In one embodiment, processes 1700 and 1800 are computer implementedmethods that are carried out by processors and electrical componentsunder the control of computer usable and computer executableinstructions. The computer usable and computer executable instructionsreside, for example, in data storage features such as computer usablevolatile and non-volatile memory. However, the computer usable andcomputer executable instructions may reside in any type of computerusable storage medium. In one embodiment, processes 1700 and 1800 areperformed by the components of FIG. 1A, 1B, 1C, 1D, or 2. In oneembodiment, the methods may reside in a computer usable storage mediumhaving instructions embodied therein that when executed cause a computersystem to perform the method.

At 1702, a first communication is parsed with a computer systemaccording to a policy to determine metadata associated with the firstcommunication, wherein the metadata comprises a first set of attributesand wherein the first communication is received at the computer systemfrom a first communication device. For example, first communication 104,computer system 120, policy 114, metadata 108, and device 105 of FIG. 1Dmay be employed.

At 1704, the first set of attributes is compared to attributes of aplurality of communication devices associated with the observationplatform, the comparing performed by the computing system. Such acomparison may employ a matching of attributes, use of attributeinhibitors, a voting system, or a combination thereof.

At 1706, at least one recipient communication device is identified fromthe plurality of communication devices for the first communication basedon the comparing, the identifying performed by the computing system.

At 1708, the first communication is relayed to the at least oneidentified recipient communication device via the computer system. Thismay also be described as forwarding the message and may occur insubstantially real time. In one embodiment, the first communication isautomatically played at the recipient communication device once it isreceived. The recipient device may respond to the first communicationwith a second communication as is described in process 1800.

At 1802, a second communication is received from the at least oneidentified recipient communication device at the computer system. Thesecond communication device may be device 110 of FIG. 1D.

At 1804, the second communication is parsed with the computer systemaccording to the policy to determine metadata associated with the secondcommunication.

At 1806, the second communication is identified as a response to thefirst communication based on the metadata.

At 1808, the second communication is relayed to the first communicationdevice in response to the identifying the second communication as theresponse.

Example Computer System Environment

Portions of the present technology are composed of computer-readable andcomputer-executable instructions that reside, for example, incomputer-usable media of a computer system or other user device.Described below is an example computer system or components that may beused for or in conjunction with aspects of the present technology.

It is appreciated that that the present technology can operate on orwithin a number of different computer systems including general purposenetworked computer systems, embedded computer systems, cloud-basedcomputers, routers, switches, server devices, user devices, variousintermediate devices/artifacts, stand-alone computer systems, mobilephones, personal data assistants, televisions and the like. The computersystem is well adapted to having peripheral computer readable media suchas, for example, a floppy disk, a compact disc, and the like coupledthereto.

The computer system includes an address/data bus for communicatinginformation, and a processor coupled to bus for processing informationand instructions. The computer system is also well suited to amulti-processor or single processor environment and also includes datastorage features such as a computer usable volatile memory, e.g. randomaccess memory (RAM), coupled to bus for storing information andinstructions for processor(s).

The computer system may also include computer usable non-volatilememory, e.g. read only memory (ROM), as well as input devices such as analpha-numeric input device, a mouse, or other commonly used inputdevices. The computer system may also include a display such as liquidcrystal device, cathode ray tube, plasma display, and other outputcomponents such as a printer or other common output devices.

The computer system may also include one or more signal generating andreceiving device(s) coupled with a bus for enabling the system tointerface with other electronic devices and computer systems. Signalgenerating and receiving device(s) of the present embodiment may includewired serial adaptors, modems, and network adaptors, wireless modems,and wireless network adaptors, and other such communication technology.The signal generating and receiving device(s) may work in conjunctionwith one or more communication interface(s) for coupling information toand/or from the computer system. A communication interface may include aserial port, parallel port, Universal Serial Bus (USB), Ethernet port,antenna, or other input/output interface. A communication interface mayphysically, electrically, optically, or wirelessly (e.g. via radiofrequency) couple the computer system with another device, such as acellular telephone, radio, a handheld device, a smartphone, or computersystem.

Although the subject matter is described in a language specific tostructural features and/or methodological acts, it is to be understoodthat the subject matter defined in the appended claims is notnecessarily limited to the specific features or acts described above.Rather, the specific features and acts described above are disclosed asexample forms of implementing the claims.

What is claimed:
 1. A method of monitoring feature availability and usein an observation platform, said method comprising: parsing a firstcommunication, with a computer system according to a policy, todetermine metadata associated with said first communication, whereinsaid metadata comprises a first set of attributes and wherein said firstcommunication is received at said computer system from a firstcommunication device operated by a first user, wherein said policydictates rules for use of said metadata; comparing, by said computersystem, said first set of attributes to attributes of a plurality ofcommunication devices associated with said observation platform;identifying, by said computer system, at least one recipientcommunication device from said plurality of communication devices forsaid first communication based on said comparing wherein at least one ofsaid first set of attributes matches at least one of said attributes ofsaid plurality of communication devices; and determining, by saidcomputer system based on said policy and said metadata, at least one ofa feature available to said at least one identified recipientcommunication device and behavior of said at least one identifiedrecipient communication device as perceived by a particular userassociated with said at least one recipient communication device.
 2. Themethod as recited in claim 1, further comprising: storing said metadataby said computer system.
 3. The method as recited in claim 1, furthercomprising: comparing, by said computer system, historical attributes toattributes of a plurality of communication devices associated with saidobservation platform; and determining, by said computer system based onsaid comparison of historical attributes, that said feature that isavailable to said at least one identified recipient communication deviceis being under-utilized by the particular user.
 4. The method as recitedin claim 1, further comprising: determining, by the computer systembased on the metadata, whether the first user is customer in a retailsetting or an associate in the retail setting.
 5. The method recited inclaim 1, further comprising: determining, by said computer system viacomparison with said metadata of said plurality of communicationsdevices, that said feature available to said at least one identifiedrecipient communication device is an under-utilized feature.
 6. Themethod as recited in claim 5, further comprising: determining, by saidcomputer system, that said under-utilized feature is under-utilizedbased on one of a geographic location of said at least one identifiedrecipient communication device and a pattern of geographic locations ofsaid at least one identified recipient communication device.
 7. Themethod as recited in claim 5, further comprising: responsive to thedetermining said feature is an under-utilized feature, providing, bysaid computer system, assistance to said particular user.
 8. The methodas recited in claim 5, further comprising: determining, by said computersystem based on said behavior, said particular user is reissuingcommands to said at least one identified recipient communication devicewithout obtaining a desired result.
 9. The method as recited in claim 8,further comprising: delivering, from said computer system to said atleast one identified recipient communication device, one of a trainingmodule for educating the particular user with phrases to achieve thedesired result and corrective actions to achieve the desired result. 10.The method as recited in claim 1, further comprising: using, by saidcomputer system, said metadata to anticipate that the first user is inneed of technical support.
 11. The method as recited in claim 10,further comprising: connecting, by said computer system, said firstcommunication device to a technical support representative.
 12. Themethod as recited in claim 10, further comprising: connecting, by saidcomputer system, said first communication device to a training module.13. The method as recited in claim 10, further comprising: determining,by the computer system based on the metadata, a readiness of the firstuser to receive a training module.
 14. The method as recited in claim10, further comprising: scheduling, by the computer system based oninput from the first user, a time for training.
 15. A non-transitorycomputer-usable storage medium having instructions embodied therein thatwhen executed cause a computer system to perform a method for monitoringfeature availability and use in an observation platform, said methodcomprising: parsing a first communication, with a computer systemaccording to a policy, to determine metadata associated with said firstcommunication, wherein said metadata comprises a first set of attributesand wherein said first communication is received at said computer systemfrom a first communication device operated by a first user, wherein saidpolicy dictates rules for use of said metadata; comparing, by saidcomputer system, said first set of attributes to attributes of aplurality of communication devices associated with said observationplatform; identifying, by said computer system, at least one recipientcommunication device from said plurality of communication devices forsaid first communication based on said comparing wherein at least one ofsaid first set of attributes matches at least one of said attributes ofsaid plurality of communication devices; and determining, by saidcomputer system based on said policy and said metadata, at least one ofa feature available to said at least one identified recipientcommunication device and behavior of said at least one identifiedrecipient communication device as perceived by a particular userassociated with said at least one recipient communication device. 16.The non-transitory computer-usable storage medium of claim 15, whereinthe method further comprises: storing said metadata by said computersystem.
 17. The non-transitory computer-usable storage medium of claim15, wherein the method further comprises: determining, by said computersystem via comparison with said metadata of said plurality ofcommunications devices, that said feature available to said at least oneidentified recipient communication device is an under-utilized feature.18. The non-transitory computer-usable storage medium of claim 17,wherein the method further comprises: responsive to the determining saidfeature is an under-utilized feature, providing, by said computersystem, assistance to said particular user.
 19. The non-transitorycomputer-usable storage medium of claim 15, wherein the method furthercomprises: using, by said computer system, said metadata to anticipatethat the first user is in need of technical support; and connecting, bysaid computer system, said first communication device to a technicalsupport representative.
 20. The non-transitory computer-usable storagemedium of claim 15, wherein the method further comprises: using, by saidcomputer system, said metadata to anticipate that the first user is inneed of technical support; and connecting, by said computer system, saidfirst communication device to a training module.
 21. An observationplatform comprising: a first communication device configured to send afirst communication; and a computer system configured to: parse saidfirst communication, by a processor of said computer system according toa policy, to determine metadata associated with said firstcommunication, wherein said metadata comprises a first set of attributesand wherein said first communication is received at said computer systemfrom a first communication device operated by a first user, wherein saidpolicy dictates rules for use of said metadata; compare, by saidprocessor of said computer system, said first set of attributes toattributes of a plurality of communication devices associated with saidobservation platform; identify, by said processor of said computersystem, at least one recipient communication device from said pluralityof communication devices for said first communication based on saidcomparing wherein at least one of said first set of attributes matchesat least one of said attributes of said plurality of communicationdevices; and determine, by said processor of said computer system basedon said policy and said metadata, at least one of a feature available tosaid at least one identified recipient communication device and behaviorof said at least one identified recipient communication device asperceived by a particular user associated with said at least onerecipient communication device.
 22. The observation platform of claim21, wherein the processor is further configured to: store said metadata.23. The observation platform of claim 21, wherein the processor isfurther configured to: determine, via comparison with said metadata ofsaid plurality of communications devices, that said feature available tosaid at least one identified recipient communication device is anunder-utilized feature.
 24. The observation platform of claim 23,wherein the processor is further configured to: responsive to thedetermining said feature is an under-utilized feature, provideassistance to said particular user.
 25. The observation platform ofclaim 21, wherein the processor is further configured to: use, by saidcomputer system, said metadata to anticipate that the first user is inneed of technical support; and connect, by said computer system, saidfirst communication device to a technical support representative,wherein said technical support representative is one of associated withan organization employing the observation platform and a third-partyunassociated with the organization employing said observation platform.26. The observation platform of claim 21, wherein the processor isfurther configured to: use, by said computer system, said metadata toanticipate that the first user is in need of technical support; andconnect, by said computer system, said first communication device to atraining module.